Viral marketing: The buzz that builds brands fast (pass it on).
WFO suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages
Hosted or Housed?
The decision to implement one or the other CRM-solution model is a complicated one--here, a rundown of significant financial aspects to consider.
Downtime Is Dead
When consumers' days are filled with all work and no play, it makes communicating with them even more difficult than usual.
Invest in CRM Beyond Applications
The right training--not more training--paves the road to success.
The On-Demand Mathematics of Enterprise Computing
Change in computing will not be limited to technology--it will influence business models for every company competing in the traditional software arena.
The Tipping Point
How Much Is Your Customers' Trust Worth?
The bottom line on the theft and privacy of CRM data.
Pint of View
Facing the fourth "R"--retail.
A Killer Replacement: Oracle Pulls the Plug On IBM
Oracle's announcement of its intent to acquire Siebel raised doubts about how long Siebel's OnDemand alliance with IBM would last.
Microsoft: Expecting a Live Baby
Has the software giant's on-demand application incubated for too long?
Shoppers and Buyers: Divide, and Conquer Both
Analytics tools and methods can boost sales-closure rates by concentrating sales efforts.
Market Focus: Financial Services--Stocking the Customer Experience
Firms must struggle with compliance, fraud, and market saturation, while keeping improved customer experience top of mind.
Required Reading: Service With a Smile?
CRM magazine's Colin Beasty spoke with Richard Gallagher about his book, Great Customer Connections.
The Pulse: Is your company using or planning to use open source CRM?
The growing popularity of the Web site has marketers looking to blast off into the new social networking frontier. Will they crash in security and clutter issues?
Keep Customer Data On Pointe
A ballet company sends a dirty database "en arriere" with QAS.
Call-Routing Headaches Take a Powder
UCN helps a pharmacy benefit manager handle an expected uptick in call volume.
The Compleat Traveler
Active data warehousing trumps the traditional for Travelocity by supporting event-based decisions.
Site Meets Solution: A Modern Love Story
My Wedding Favors gets a major boost in convergence rates tying the knot with Kefta, a search-targeting solution provider.
Tech Solution: Guided-Selling Tools
Business Problem: A sales force is overwhelmed with the complexity of its company's products and service offerings.