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February 14, 2011

CRM Featured Articles

Alcatel-Lucent Brings Next-Generation Customer Conversations with Context-Based Social Engagement

The solution leverages existing investments to route social media interactions to the best resource based on message context and business value.


The Pluses and Pitfalls of Arbitration

The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times

Case Studies

Information Overload

Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions

Communication Is the Way to a Customer’s Heart

A food processing equipment company finds that success tastes best when sales and service are served on the same plate

Secret of My Success

Reigniting the Engine with Service Software

Fairbanks Morse Engine implements a CRM system that unites its customer records and tracks its engine service requests