CRM strategy and implementation
- May 20, 2010
At SAP's Sapphire conference, Sony Canada's CIO explained how the net promoter score helped his business improve the customer experience.
- April 29, 2010
There's more than one way to use Twitter as a vehicle for social CRM and customer service. Columnist Allen Bonde outlines three use cases.
- April 27, 2010
At Convergence, Microsoft gave a high-level view of its CRM strategy, including ripping out Siebel internally, and previewed some features in the next release.
- April 12, 2010
SugarCRM has released a new version of Sugar 6. Clint Oram, co-founder and vice president of products, shows off the new user interface.
- February 11, 2010
Forrester's latest customer experience index is out, and Barnes & Noble, Marriott and firms in retail and hospitality got good news. It may mean future profits.
- December 17, 2009
Sustainability will be the next big issue for CRM, according to columnist Denis Pombriant. Find out what it means in a post-recession economy.
- December 01, 2009
A recent Accenture survey found that consumers in emerging markets are more likely to switch vendors because of poor customer service and more likely to share their experiences.
- November 12, 2009
Sage and Consona are both offering cloud-based CRM software "in the cloud" running on Amazon's infrastructure, but there are differences between this and the SaaS model.
- October 28, 2009
ERP CRM modules can help manufacturers with customer MDM across the enterprise, including sales, marketing and services. Discover the features of CRM software in the ERP customer relationship management guide.
- October 13, 2009
Oracle executives outlined the company's plans for CRM in the coming year, including a REST API, running Siebel in Outlook out of the box and social data mining.
- August 27, 2009
SaaS CRM was brought into many companies by sales divisions circumventing IT. But if they want integration with other systems, IT can't help without business input, experts say.
- August 17, 2009
The dot-com bust brought us on-demand computing. See what innovation columnist Denis Pombriant thinks the current recession will give us.
- July 20, 2009
In this column, Denis Pombriant discusses social media and its implications for CRM. He says establishing sales and marketing as thought leaders is key to social CRM success.
- June 23, 2009
Cloud computing has more to offer the front office than the back office, Denis Pombriant suggests. Read his thoughts on the SaaS market and the benefits of cloud computing and SaaS CRM for the front office.
- June 23, 2009
Get tips to improve customer interaction and build customer trust in this podcast. Learn how to train employees on the importance of trust and how to measure the effectiveness of customer service initiatives.