- May 15, 2012
A consultant at the recent ACCE call center expo urged call centers to drop the glut of performance metrics and favor a human approach.
- May 02, 2012
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology.
- April 02, 2012
Companies should put aside internal differences to get handle on MDM, a Gartner researcher says at the group’s CRM conference.
- March 29, 2012
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies.
- January 05, 2012
CEM initiatives suffer when employees can’t provide their perspectives on customer concerns.
- January 03, 2012
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?
- November 29, 2011
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications.
- September 28, 2011
Communicating with customers through multiple channels is not a luxury, it’s a necessity. Find out how companies use CEM technology to craft a single view of the customer across channels.
- July 11, 2011
The American Red Cross hopes to infuse new life into its donor marketing program with an overhaul of its CRM and call center operations.
- July 05, 2011
Technology has come to the front office in more ways than one. In fact, three front-office technologies -- social media, analytics and video -- are reshaping the landscape.
- March 22, 2011
The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data.
- August 26, 2010
Rosetta Stone has launched a program to use Facebook as a customer service channel. It’s all part of a company-wide initiative to be more social.
- April 26, 2010
Getting the word out to your customers isn’t just a matter of buying simple advertising anymore -- it’s about engaging with them socially. Denis Pombriant explains the ideas behind this new trend.
- January 27, 2010
Leveraging social media is an increasingly important -- and rewarding -- project, but it takes careful planning. Columnist Allen Bonde explains.
- January 18, 2010
Like many in the CRM market, SAP is seeking to tie emerging social media networks into its CRM software. In this video demonstration, SAP shows off its Twitter integration.
- December 14, 2009
Taking a "persona" view toward social media channels can help marketers build campaigns and craft the right tone for their message.
- November 10, 2009
In his first article evaluating the marketing side of social CRM, Allen Bonde offers up some definitions and a framework for discussion.
- 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 20, 2009
At one point, Siemens had 500 CRM systems across the company. It has tried custom development, SAP and now Oracle CRM in an attempt to standardize.
- 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.
- June 10, 2009
Web 2.0 technologies are changing the way companies build customer loyalty and customer satisfaction. In this podcast, Don Peppers talks about Web 2.0 technology must-haves, how to use social networks to improve customer satisfaction and how ...
- June 04, 2009
According to some experts, there are six contact center technology trends that will have significant implications for your business in the coming years. In this article, find out about those trends and newer call center software options like Web 2.0...
- May 14, 2009
A new beverage dispenser designed to revolutionize Coke's distribution system demanded a new way for the soda giant to service customers.
- September 08, 2008
At its annual CRM Summit, Gartner detailed seven projects that will improve the customer experience.
- June 03, 2008
Chief customer officers require a specific skill set that demands communication, energy and patience, according to Forrester Research.
- May 05, 2008
Because speech analytics is new and relatively unknown both within the call center and across the enterprise, it can be perceived as a risky investment. But early adopters have found that speech analytics has a rapid three- to 12-month payback, high...
- March 25, 2008
In this podcast, get advice from Lori Bocklund and Steve Suhn of Strategic Contact on the top 10 metrics to consider in the call center.
- March 21, 2008
Learn how call center schedule adherence should be measured in this podcast and discover why it is important for call center scheduling and staffing.
- March 21, 2008
In this brief podcast, hear a definition of blocking rate in the call center and learn how to incorporate this metric into your call center strategy.
- January 22, 2008
Customer strategists Don Peppers and Martha Rogers offer expert advice in these podcasts. Listen on your computer or download for quick tips on long-term and short-term customer equity and building trust with customer strategy.
- October 08, 2007
Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation.
- August 28, 2007
Launching a new CRM program or jump-starting an existing one requires a careful self-assessment of processes and technology, according to a recent report.
- May 07, 2007
Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna Fluss outlines best ...
- April 26, 2007
Call centers are seeking to improve the customer experience by identifying and measuring customer emotions. Call center agent training and carefully crafted customer surveys can improve the emotional connection with customers, but the business is ...
- April 12, 2007
Microsoft is planning to offer on-site, multi-tenant CRM hosting, and Gartner is predicting that companies will move between single- and multiple-instance CRM architectures.
- January 03, 2007
CRM managers need to monitor and steer a CRM project after the implementation to ensure success, according to Gartner.
- November 21, 2006
Customers aren't just a focus at KarmaLoop, an online apparel retailer; they market and sell the product as well.
- November 09, 2006
Managers can keep agents motivated by starting off right with hiring, putting trust in agents and sharing budget concerns with call center workers.
- April 28, 2006
NICE Systems made a significant move into the contact center workforce management market today, announcing plans to acquire two leading vendors.
- August 04, 2005
SSA Global will initially focus on selling Epiphany CRM to its existing customer base and that could spell bad news for Epiphany customers, according to one analyst.
- July 12, 2005
A self-service portal helps technicians for the automotive giant solve problems themselves before calling for support.
- May 23, 2005
When venturing into direct-to-consumer online sales, an SAP CRM project threatened to spin out of control, but a focus on goals led to success.
- December 30, 2004
Performance management is more than just monitoring employees or technology -- it's about a culture of "continuous improvement."
- December 01, 2004
Data consolidation is moving slowly despite the clear benefits. A successful project requires three main ingredients -- a CEO mandate, enterprise-wide commitment and an investment of time and money.
- September 23, 2004
A successful PRM initiative requires tools that your partners want to use and business processes that are aligned with their needs.
- June 23, 2004
After a delay, Salesforce.com debuted on the New York Stock Exchange this morning. The move is expected to bolster the hosted model and investment in high tech.
- April 14, 2004
After several acquisitions and continued growth, the shipping giant absolutely, positively needed a better way to listen to its customers.
- March 29, 2004
Vertical software isn't a magic potion, according to consultants Don Peppers and Martha Rogers. They offer some advice on how businesses can differentiate themselves within their markets.
- March 22, 2004
Onyx is making an ambitious play for enterprise customers with its latest CRM offering. The company will need every one of the product's new features to challenge the dominance of the big CRM players, one analyst says.
- March 16, 2004
With CRM, hindsight truly is 20/20, because there's nothing worse than wishing you had known then what you know now.
- January 28, 2004
Vendors like SAP are touting the potential benefits of integrating RFID with CRM initiatives. But are any visionaries turning that talk into action?
- November 21, 2003
New social-networking applications designed to close deals are based on the premise that every salesperson has a Kevin Bacon or two in their lives, but just need help finding them.
- November 11, 2003
This article will examine the "top twenty" performance measures commonly associated with personnel and the processes in today's multi-channel center.
- November 03, 2003
The new software designed to help Marriott manage bookings will eventually roll out to others in the hospitality industry as part of Siebel 7.7.
- July 18, 2003
This morning PeopleSoft completed its acquisition of J.D. Edwards, throwing another wrench in Oracle's takeover plans.
- October 28, 2002
Since Honeywell Aerospace is made up of many divisions the company has had to invest heavily in data sharing and customer-centric software. Peppers & Rogers found that employee training played a key role its success.
- September 10, 2002
The economy sliced e-mail-marketing projects from many budgets, but the purse strings may now be loosening. Insiders that Peppers & Rogers consulted say getting your campaigns to work requires monitoring, tracking and targeting.
- June 11, 2002
Corporate Information Factory (CIF)
- May 03, 2002
If you're scooping a data warehouse effort, spend the majority of your time understanding the source environment.
- January 07, 2002
- April 18, 2001
CRM is more than buying a box of software and installing it onto a server. CRM requires a good, long look at business processes and objectives.
- February 15, 2001 15 Feb'01
- August 10, 2000
Stephen Diorio, president of IMT Strategies, talks with SearchCRM about the impact rapidly changing technology will have on sales and marketing strategy and management over the next decade.