Marketing automation

  • March 13, 2007 13 Mar'07

    Microsoft CRM targets usability

    At its annual Convergence conference, Microsoft continued to tout usability and flexibility in CRM as user adoption remains a key CRM hurdle.

  • March 06, 2007 06 Mar'07

    Gartner names the top marketing software vendors

    Marketing Resource Management isn't just for the enterprise anymore and while Aprimo still leads the pack, CRM suite vendors and specialists are catching up.

  • March 05, 2007 05 Mar'07

    The contact center performance management market is on the rise

    Performance management started to penetrate contact centers in the early 2000s, but 2006 is the first year of significant adoption. According to Donna Fluss, the lack of consensus on the definition and purpose of these applications has created a ...

  • February 21, 2007 21 Feb'07

    Is there a CRM lesson in JetBlue's snafu?

    Usually a model for customer service, JetBlue got burned by a winter ice storm and discovered its limitations. Should all businesses be considering a customer bill of rights?

  • January 10, 2007 10 Jan'07

    Microsoft takes next step toward SaaS CRM

    Heralding the "portable model," which allows customers to switch between hosted, SaaS or on-premise CRM with the same metadata, Microsoft is releasing CRM Live to its TAP.

  • November 21, 2006 21 Nov'06

    Customers make great marketers

    Customers aren't just a focus at KarmaLoop, an online apparel retailer; they market and sell the product as well.

  • November 13, 2006 13 Nov'06

    Self-service applications save money

    Too many companies still do not appreciate that customers will only use self-service applications if they are a better and easier alternative, says Donna Fluss in her latest column. Learn more about self service and how it can optimize your call ...

  • November 01, 2006 01 Nov'06

    Workforce management provides winning formula for Bell Canada

    Bell Canada revamped its call center processes using a workforce management tool. Despite many changes, managers continue to use the tool to efficiently manage and schedule staff.

  • October 12, 2006 12 Oct'06

    Microsoft extends into online service with Colloquis buy

    Microsoft has purchased Colloquis, a provider of natural language search and online service technology. It will augment Windows Live Service Agents.

  • October 05, 2006 05 Oct'06

    Contact optimization confusing marketers

    There's plenty of buzz in marketing about anything that might improve efficiencies or manage customer contact fatigue, but contact optimization isn't the answer for everyone.

  • October 05, 2006 05 Oct'06

    About's 2006 CRM Products of the Year Awards

    Nominate your favorite product today for's 2006 CRM Products of the Year Awards. Learn all the details here.

  • September 19, 2006 19 Sep'06

    ATG to acquire eStara

    The e-commerce technology vendor is adding eStara's "click-to-call" and "click-to-chat" to round out its online offerings.

  • August 30, 2006 30 Aug'06

    BazaarVoice teams up with shopping portals

    The company that manages customer-created online ratings and reviews is teaming with shopping portals to extend reviews on corporate sites to such sites as MSN and

  • July 19, 2006 19 Jul'06

    SAP loses ground to Oracle, sees stock fall

    SAP's stock price dropped as much as 10% last week on news that the software vendor lost market share to archrival Oracle Corp. and will miss its earnings target.

  • July 10, 2006 10 Jul'06

    SAP buys Praxis, builds out e-commerce, CRM

    SAP is filling a gap in its Business One software for small businesses by adding e-commerce capabilities for Web-based sales.