CRM strategy and implementation
- May 10, 2012
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers.
- April 03, 2012
Expert Donna Fluss shares contact center KPIs that managers can use to measure contact center performance -- and when to apply them.
- March 07, 2012
A recent report finds that while many companies claim to be customer focused, they lack the technology, processes and focus on data to deliver.
- February 09, 2012
The Boston Red Sox spent seven years searching for a CRM system to handle ticketing and fan engagement before selecting a custom version of Microsoft CRM.
- January 16, 2012
Sales organizations are decreasing their use of Microsoft Excel, while adding sales force automation tools and strongly considering analytics, according to a new benchmarking report.
- December 23, 2011
Two recent headlines have columnist Denis Pombriant pondering the future of licensed software and the future of interactions both person-to-person and business-to-business.
- December 12, 2011
Salesforce.com users are adopting traditional IT practices of software development and project management to tailor this cloud CRM software to meet their business requirements.
- October 31, 2011
American Express and Yahoo tackle customer service with their own twists and both claim they are spending less than they once did.
- October 25, 2011
Oracle's planned acquisition of RightNow for $1.5 billion has attendees of the RightNow customer summit wondering what the future will hold.
- September 27, 2011
Salesforce.com may have focused on the social enterprise at Dreamforce, but its cloud-based programming tools are grabbing customer’s attention, too.
- August 23, 2011
The cloud CRM vs. on-premises CRM platform debate, once forefront for many buyers, is taking a back seat to more pressing business drivers as users chart their own courses.
- August 17, 2011
Columnist John Ragsdale discusses the KM-related ramifications of Oracle's InQuira acquisition and the growing importance of enterprise search.
- August 16, 2011
Companies must precisely define role for chief customer officers to ensure success.
- August 03, 2011
Nearly buried in customer data, many companies are hard-pressed to get a good fix on their social analytics. Some companies find that they need to give the job to someone else.
- July 11, 2011
The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.