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November 09, 2009

CRM Featured Articles

RightNow and eGain Hold the Lead in Gartner Magic Quadrant for E-Service Suites

Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.

Helpstream Adds Marketing Automation to Suite

Pundits say adding the capability, along with social monitoring, is a wise move in a rapidly changing market.


Who's Afraid of the Big, Bad Wolf?

Is a threat to vendors of marketing automation solutions?

No More Telemarketing

Proactive contact is the new customer service imperative.

Customer Centricity

A by Any Other Name

What do you do when your brand no longer reflects your offerings?

Reality Check

The Man Who Moved a Paradigm

An evaluation of the changes wrought by's Marc Benioff.

The Tipping Point

The Partner-Proliferation Problem

An on-demand CRM platform involves a partner-selection process as well.