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September 24, 2008

CRM Featured Articles

Is Customer Experience Experiencing Critical Mass?

100 percent of companies surveyed by Aberdeen Group report either having customer experience management in place or planning on having it within 30 months.

Analytics the Customer Can't See But Will Experience

SAS Institute broadens its customer intelligence with a new analytics solution.

U.S. Contact Center Shipments Fall for Third Straight Year

New research indicates that a 3.6 percent drop in 2007 may be followed by further declines this year -- and well into 2009.

Most Marketing Is Now Online

New research suggests that the bulk of an average marketer's budget is now spent online.


Boomers' New Attitudes, New Lifestyles, New Opportunities

Exploding 5 myths.

MDM in the Real World

Putting master data management into practice.


Required Reading: Shhh…It’s a Secret

Why the "business" component of your business needs to be much more than just what you sell.

Are Support Systems Way Off-Base?

Web 2.0 technology leaves many companies' knowledge base systems in the dust.