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March 09, 2011

CRM Featured Articles Unveils Service Cloud 3

The new application will assist customers manage higher volumes of service issues through social media tools.

Deal-a-Day Spending Likely to Reach $3.9B in U.S. by 2015

A compound annual growth rate of 35 percent is expected during the next four years.

Pint of View

The Jobs, They Are A-Changin’

Social CRM technology requires learning new skills

Scouting Report

Realizing the Benefits of Speech Analytics

Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope

The Tipping Point

The Service Provider–Customer Paradox

Fewer consumers are switching, but that doesn't mean they are happy