Features

Features

• Choosing CRM system features: What users think

  Users weigh in on how they choose CRM system features and what they consider must-have CRM functionality.  Continue Reading

• CRM data integration still hobbles mobile

  A lack of data integration between CRM and other back-end systems still impedes true mobile CRM capability.  Continue Reading

• Making the case for mobile CRM software

  Mobile CRM software and salespeople are a match made in heaven. But there are other use cases for mobile CRM that can also justify the expense.  Continue Reading

• Why customer service automation goes awry

  Customer service automation brings speed and improved quality to the effort of serving consumers. If poorly managed, it can also do the opposite.  Continue Reading

• SIP and the cloud are main targets for contact center upgrades

  As companies seek to develop more mature multichannel communication strategies, upgrading contact center infrastructure has become a top concern.  Continue Reading

• Mobile gamification apps can drive business value

  A medical devices maker sought to improve sales reps' knowledge to boost sales performance. So, it tapped into their innate sense of competition.  Continue Reading

• Beyond Verbal takes on emotions analytics in call centers and beyond

  An emotions analytics vendor says it can diagnose human emotions and identify a speaker's complex emotional state in settings like call centers.  Continue Reading

• Excessive focus on technology drowns out voice of the customer

  Put the voice of customers at the center of what defines a meaningful customer experience. Don't get distracted by the capabilities of the technology.  Continue Reading

• How to pick the right mobile sales force automation app

  Companies shouldn't rush into buying mobile sales force automation apps, but rather base the purchase on how teams really work.  Continue Reading

• The mixed blessings of contact center automation

  In contact centers, using automated voice technology to route customers can add efficiency, but human customer service is still key.  Continue Reading

• The pros of virtual call centers still up for debate

  Virtual call centers provide agents and companies with flexibility and potentially lower costs. But can they provide equal or better customer service?  Continue Reading

• Location-based mobile applications poised to take off

  Location-based mobile application adoption is poised to take off, given technology improvements and cost reduction.  Continue Reading

• Cross-channel marketing lives or dies by data quality initiatives

  Successful cross-channel marketing campaigns need clarity of purpose and ongoing data quality initiatives.  Continue Reading

• Making social CRM tools effective

  Just putting social CRM tools into place is a strategy for failure. Here's some guidance on how to choose the tools your business needs.  Continue Reading

• Mobile POS systems gain ground among SMBs

  Mobile POS systems free salespeople from being chained to registers, allowing them to serve customers where they are: on the retail floor.  Continue Reading