Features

Features

• Railroad mainstay CSX cleans up data quality issues, launches new CRM

  CSX had to get its data quality house in order before it could launch a new CRM system.  Continue Reading

• CRM analytics reveals more about customers -- maybe too much

  Despite privacy and security issues, CRM platforms for analytics allow organizations to use customer data efficiently and make smarter decisions.  Continue Reading

• More to mobile application design than meets the eye

  To design successful mobile applications, companies must remember to consider the back end as well as the front end.  Continue Reading

• Mobile customer service holds customer frustration at bay

  As customers try to solve more problems using mobile apps, they should still have the option to talk to an agent without having to repeat themselves.  Continue Reading

• Moving company unpacks new contact center software after acquisition

  Wheaton Van Lines and Bekins Van Lines joined forces and needed new contact center software to accommodate an expanded business.  Continue Reading

• From Disney to dishwashers: Digital CRM to change customer experience

  Disney World and other companies have started using digital CRM to get pulse of customers and gather data.  Continue Reading

• New contact center metrics recommended to fit new customer channels

  With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels.  Continue Reading

• Insurance firm uses call-routing software to reach Hispanic community

  A lead generation company is using call-routing software to reach out to Spanish-speaking consumers seeking insurance.  Continue Reading

• Social media listening pulls direct opinion, focus groups get personal

  Social media listening can capture unfiltered consumer thought, but focus groups still provide relevant insight, marketers and industry observers say.  Continue Reading

• Salesforce vs. Siebel faceoff: Salesforce inventing CRM's future

  In this Salesforce vs. Siebel faceoff, one analyst argues that Salesforce is inventing the future, while Siebel is trying to get into it.  Continue Reading

• Oracle Siebel vs. Salesforce faceoff: Siebel is more versatile

  In this Oracle Siebel vs. Salesforce faceoff, one consultant says Siebel users have more options without paying much more than Salesforce customers.  Continue Reading

• Social media for businesses begs for more listening and less marketing

  Some businesses have figured out social media CRM, but others still take a one-sided approach and don't hear customers, industry observers say.  Continue Reading

• Rehab network gets Web marketing help with call-tracking software

  Foundations Recovery Network discovered a SaaS offering that measures telephone calls and Web visits made through Google AdWords.  Continue Reading

• Tablets for business improve sales and CEM

  Companies are increasingly giving their salespeople tablets so they can close deals without having to step foot in the office.  Continue Reading

• Contact center technology helps children track Santa Claus' sleigh

  NORAD continues Christmas Eve tradition by offering children a toll-free number to learn Santa Claus' whereabouts.  Continue Reading