Dirty Little Data Secrets
CRM's real truth requires enterprises to clean up -- reorganize -- customer information with data integration solutions, Web-services technology that integrates data applications.
Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems
Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs.
You Drive Intelligence
I've noticed an unfortunate eagerness to view business intelligence as a business panacea.
We Can't Rewind, We've Gone Too Far
Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.
Truly Mobile Strategies
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
The Tipping Point
Making the Pivot
There's a new playing field in customer experience management.
Pint of View
Lord of the Undead Vendors
He'll saaaahck your braaaahnd.
SAP Loses Visionary Agassi Over CEO Rift
One analyst says that Agassi was "a charismatic and highly visible driving force for change."
A Green Light for Marketing
The onus is on marketers to go green through their actions, not their words, as consumers become more environmentally aware.
Market Focus: E-Retail: Buying Into the Customer Experience
The retailers that focus on delivering a seamless customer experience have a markedly stronger chance of cultivating customer loyalty.
Required Reading: Moving Beyond the Buzz
The Pulse: Does your company use or is it planning to use speech analytics?
Productivity improved with benchmarks for customer service.
Know All, See All
Salesforce.com helps a company specializing in energy and security management services connect the field to the office.
Content Management Is for Lovers (and Clydesdales)
A government site fosters community love through a fresh Web upgrade.
Gunning the Sales Accelerator
An outdoor recreational products maker cruises to better results with Sales Progress training.
Secret of My Success
Opportunity International Sees CPM's Golden Opportunity
A financial services firm turns to Hyperion to consolidate and analyze data from across the globe.
Tech Solution: Extract, Transform, and Load Tools
Business Problem: Valuable customer data is scattered throughout disparate data sources.