Listening to the Voice of the Constituent
A snapshot of the ways government agencies are using CRM strategies and technology today.
Listening to the Voice of the Customer
As companies adopt voice of the customer solutions, customers expect them to act on their feedback.
Solve the Master Data Management Equation
Offering personalized and rewarding service requires up-to-date and accurate data shared across the enterprise.
CRM Moves to an Outside-In Approach
The New IP: A Big Data Hierarchy
All data may not be equal, but it may be equally important.
The Tipping Point
Social Media Belongs in the Contact Center
When marketing works with customer service, customers and enterprise benefit
In Contact Centers, WFO's Star Is on the Rise
A host of innovations are adding new dimensions.
Pint of View
Kickstart Your Business
Seeking venture capital has become a little easier.
The Challenges of Global CRM
Doing business in multiple countries adds new challenges to social implementations.
Small Biz Buzz
SMBs Take to the Cloud
2012 holds great potential as a breakout year for CRM.
Brainstorming Your Way to Sales Growth
Successful sales leaders share their best tips.
Catching up with Your Customers
Restaurants struggle to reach their increasingly tech-savvy customers.
Customer Service Climbs Firms' Priority Lists
Mobile and online experiences also seen as key business objectives in the immediate future.
Fewer than 1 in 7 B2B Customer Relationships Are Optimal
Gallup study find the need for a shift from price-focused strategy to one of customer engagement.
For Social Success, Build a Business Use Case
Companies that fail at measuring ROI say it's too hard, too early, or they weren't asked.
Aquasana Dives Into Social Intelligence
NetBase helps the water filter company gain insight into its customers' needs.
Juniper Networks Adds Value to Customer References
Metia Enterprise Reference Manager helps streamline efforts and empower the sales team.
Service to Sing About
Wren Solutions streamlines internal support and eliminates duplication with TeamSupport.