Social media customer experience
- December 02, 2008
While some Web 2.0 technology may face adoption challenges in the coming year, Kingston Technology says customer product reviews have quickly improved conversion rates.
- September 23, 2008
Real time marketing information can transform a contact center from a cost center to a profit center of organizations follow a few rules.
- February 05, 2008
IBM, Oracle, SAP and Microsoft will stop acquiring major companies and turn their attention to smaller firms and Web 2.0 startups, according to a new report.
- December 04, 2007
SAP has revamped its user interface with its latest CRM release as it tries to keep up with Microsoft and Salesforce.com in the usability race.
- November 14, 2007
Oracle executives at OpenWorld said they're sticking with their pledge to deliver the first Fusion applications in 2008, and they offered a glimpse of what the apps will look like.
- September 18, 2007
The firm that popularized the message of CRM failure said that the market is now thriving, thanks to Web 2.0, smaller innovators and worldwide economic growth.
- July 26, 2007
Oracle is adding Web 2.0 features to its latest release to improve usability and customization.
- July 25, 2007
Companies like Nike and the Indianapolis Colts are developing their own social networking sites to better connect with customers.
- May 15, 2007
Away.com is using a new service that leverages user-generated questions and answers to provide extra product detail.
- May 01, 2007
The SearchCRM.com editorial team traveled to Atlanta for the CRM Association's first conference. The conference featured industry leaders speaking on CRM strategy and trends. The CRM market is growing and evolving, and one thing was clear throughout...
- March 28, 2007
ISM's annual rankings of the top vendors for SMB and enterprise CRM were issued this week, and while the names are familiar, the market is seeing change.
- March 28, 2007
As a financial institution, it was imperative for Union Bank of Vermont to document all internal IT processes. With the Alloy Navigator product, the bank's IT director found an uncomplicated Web portal that improves tracking of IT issues and a ...
- October 24, 2006
At OpenWorld, Oracle executives and Gartner analysts discussed the impact social networking and new media are having on the service industry and how contact centers must adapt.
- August 08, 2006
Speech technology vendors are making headway into the contact center market, a slew of announcements at SpeechTek shows.
- June 28, 2006
Richard Feinberg, director of the Center for Customer Driven Quality, discusses call center metrics, Voice over Internet Protocol (VoIP), speech technology, and the problems of offshore call center outsourcing.