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June 17, 2009

CRM Featured Articles

Social Customer Service Remains "A Breed Apart"

The successful utilization of social media by contact center agents remains several years away, according to new research from Datamonitor.

Avaya Takes a Fresh Look at the Midmarket

Industry pundits say the latest initiatives will help the company play catch-up.

RightNow's May '09 Edition Introduces Cloud Monitoring

RightNow Technologies' latest release provides the company's answer to social media and customer service.

Magazine Features

Strategy and Social Media: Everything’s Social (Now)

You may not know what you're doing — but your customers do. If the time to act is now — does that mean it's too late to plan?

Social Media from A to Z

An alphabetical glossary of what you need to know about social media.


The Network Effect of Word of Mouth

Mobilize customer sales forces with social media marketing: "You need to take your message to the people."

Give 'Em Something to Talk About

Ten ways to make sure employees are spreading the right message through social media.


Social Shepherds

If you expect employees to stay within the lines, you need to draw the lines first.