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May 03, 2010

CRM Featured Articles Thinks Analytics Are Heavenly

The vendor partners with business intelligence player MicroStrategy to deliver call analytics to the contact center.

Sales Intelligence Is More than Smart Selling

With basic CRM no longer a differentiator, the automated "pushing" of sales intelligence may determine who sinks or swims, according to a recent report from Aberdeen Group.

Magazine Features

V Is for Victory—But the Victory Isn't Yours

The V also stands for vendor—as in vendor relationship management, which argues that customers are the ones in control of their relationships.


Scheduling Solutions Are Vital

Meet urgent cost-cutting requirements—and still serve corporate customers.

Paper Is So Last Century

Superior customer service resides in the integration between structured data and its unstructured backup documentation.

Front Office

Customers in the Cockpit

Just because companies cede control of a customer relationship doesn't mean they cede influence.