Features

Features

• Don't rush integration of CRM and ERP cloud data

  Integrating cloud-based CRM and ERP systems requires clean data.  Continue Reading

• Integrating cloud ERP and CRM applications? Show how it can pay

  Getting such apps to work together is challenging, but doing so can streamline data and improve customer experience management, analysts say.  Continue Reading

• Are social CRM strategists falling for Tumblr?

  Tumblr's role in the typical organization's social CRM strategy is still up for debate.  Continue Reading

• Cautious middle managers avoiding social media

  CRM consultant Denis Pombriant shares a surprising result from his recent survey: Some managers have reasons to steer clear of social media.  Continue Reading

• ROI, budgets prevent companies' embrace of social media analytics

  There might be a lot of buzz around social media analytics, but businesses have yet to invest or implement, according to a new TDWI survey.  Continue Reading

• Mobile commerce apps deliver munchies and more to customers

  The explosion of smartphones is leading a new trend in applications that lets customers buy a sub, board a plane or order theater tickets merely by touching a screen.  Continue Reading

• Nikon strives for loyalty with new customer experience department

  Nikon broke down departmental and technological silos to create a customer experience department.  Continue Reading

• Don't use social media tools just to be sociable, experts caution

  Implementing social media tools can be a challenging, but ultimately rewarding, business decision.  Continue Reading

• Searching for a social CRM strategy, companies pin hopes on Pinterest

  The popular content-sharing site could prove a boon to businesses looking to improve customer experience management, but some experts say it’s too soon to tell.  Continue Reading

• MLB teams batting a thousand with social CRM strategy

  Companies building CRM strategies can learn from how Major League Baseball uses social media to connect with fans.  Continue Reading

• Forrester reviews a wave of CRM software products

  Forrester makes heads and tails of CRM software in a market that’s seeing extensive vendor consolidation and more cloud deployments.  Continue Reading

• Southwest, others make mobile and social CRM fly

  Southwest’s customer advocacy guru offers tips and advice for companies interested in starting or improving their social CRM approaches.  Continue Reading

• Team building boosts contact center agents’ performance

  Incorporating group team-building activities into contact center agents’ schedules can have numerous benefits, observers say, such as boosting morale and fostering camaraderie.  Continue Reading

• Contact center strives for strategic role in customer experience management

  It may live on the front lines of day-to-day customer interaction, but the contact center is not always a pivotal piece of companies' customer experience management (CEM) plans. Here's how to transform the contact center into a strategic CEM asset.  Continue Reading

• Desktop analytics: A game changer for contact centers, back offices

  Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office.  Continue Reading