- December 14, 2011
Columnist Denis Pombriant examines this year’s CRM highlights and says tools focused on engagement, collaboration and gamification will disrupt and redefine the market going forward.
- 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.
- December 08, 2011
Companies can cash in on customers’ increasing use of social and mobile channels, as long as they target their messages and don’t overstay their welcome.
- December 05, 2011
Contact centers will see overhauled programs for certifications next year that address the full range of channels, with emphasis on social media technology.
- November 30, 2011
Salesforce.com is continuing to deliver its social enterprise message with the unveiling of the Radian6 Social Marketing Cloud, a social marketing service that lets enterprises interact with customers.
- November 29, 2011
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications.
- November 22, 2011
Nutritional products retailer GNC finds customers on social channels and uses targeting marketing tactics to win new business.
- November 21, 2011
As more customers use mobile devices, more companies are trying to deliver customer service to smartphones and tablets.
- November 15, 2011
With the upcoming release of Chatter auditing capabilities, Salesforce.com hopes to make the social collaboration tool more appealing to financial services firms and boost its overall market lead.
- November 10, 2011
Customer service groups push forward with mobile, social plans to meet customers on their platforms of choice.
- November 08, 2011
Industry consultant and CRM Idol judge Denis Pombriant shares his thoughts on the evaluation process that picked the top new CRM applications in the market.
- November 07, 2011
Companies can deploy social channels to cultivate customer loyalty programs, but shouldn’t rely on these channels to define these programs.
- November 03, 2011
CRM industry expert Denis Pombriant asserts the Oracle acquisition of RightNow is good news for customers, industry.
- 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 26, 2011
While QR codes have potential as a strategic business and marketing tool, their true business value has yet to emerge.