Customer relationship management CRM

  • July 09, 2007 09 Jul'07

    Voices of CRM: Sheryl Kingstone on mobile CRM

    Sheryl Kingstone, director for customer centric strategies at the Yankee Group, discusses deploying mobile CRM applications, choosing between your CRM vendor or partner applications and best practices.

  • June 28, 2007 28 Jun'07

    Gartner: Customer service a six-step process

    Companies that want to become more customer-centric need to view customer service as a set of connected processes not an individual event, one Gartner analyst says.

  • June 12, 2007 12 Jun'07

    SMBs moving to mobile CRM

    New releases from on-demand CRM vendors and a willingness to spend has small businesses and mobile CRM coming together.

  • April 27, 2007 27 Apr'07

    Gartner analyst: CRM implementation is never done

    At the CRM Association Conference in Atlanta, the team had a chance to catch up with Gareth Herschel, research director at Gartner Inc. In May, is focusing on the challenges involved with deploying CRM, so we asked Gareth...

  • April 04, 2007 04 Apr'07

    E-service, e-commerce create call center challenges

    Online service means customer contacts are now more sophisticated and e-commerce advances mean customers expect to be recognized through all channels.

  • February 15, 2007 15 Feb'07

    Predictive analytics the first step to customer centricity for Bon-Ton

    Hoping to gain a better understanding of its customers at a local level, the Bon-Ton Stores has deployed predictive analytics from SPSS.

  • February 07, 2007 07 Feb'07

    CRM software rankings tell a familiar tale

    Siebel and SAP remain the leading enterprise CRM products, but midmarket players like, RightNow and Microsoft are gaining ground, Forrester says.

  • January 02, 2007 02 Jan'07

    A true view of the customer requires data 'symbiosis'

    Data quality is not enough by itself. Organizations need to complement it with data integration to preserve customer service and changing processes.

  • December 19, 2006 19 Dec'06

    CRM experts predict 2007

    CRM remains a tricky and ever-evolving market. Nevertheless,'s experts boldly predict what will happen with mobile CRM, VoIP, SaaS and the call center.

  • December 18, 2006 18 Dec'06

    M2M extends CRM footprint with e-service firm Knova

    One year after buying Onyx and its CRM suite, M2M Holdings has added Knova and the firm's e-service tools to its arsenal.

  • November 06, 2006 06 Nov'06

    Microsoft to integrate CRM with Office 2007, Vista

    Microsoft's Dynamics CRM will leverage the new Office suite and operating system when they become available next year. CRM will also lead the company's Live efforts.

  • October 17, 2006 17 Oct'06

    Data quality cleans up customer records at Intellidyn

    A new data quality system lets the customer information repository match millions of records in just hours.

  • September 21, 2006 21 Sep'06

    Marketers see data breach danger, remain unprepared

    A recent study finds that marketers are aware that customer data breaches can harm their brand, but few have a plan of action in place. Companies need to be direct in dealing with the problem.

  • September 07, 2006 07 Sep'06

    Data breaches tough to stop

    IT pros worry that false positives and a lack of resources are preventing them from blocking data breaches, according to a survey conducted by the Ponemon Institute.

  • August 28, 2006 28 Aug'06

    SaaS CRM extending to remote support

    Despite some initial security trepidation, Okuma Corp. has implemented a hosted remote support application.