- 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.
- October 25, 2011
Oracle's planned acquisition of RightNow for $1.5 billion has attendees of the RightNow customer summit wondering what the future will hold.
- October 17, 2011
SugarCRM teams up with IBM and is counting on an extended IBM partnership to bring in more mainstream business.
- October 12, 2011
In this interview, Erik Qualman says mistakes will be made, but simple, one-to-one interactions are the key to social media engagement.
- October 11, 2011
Contact centers are giving agents more decision-making power to help improve customer service and boost emotional connections.
- October 06, 2011
A handful of members of Oracle's Early Adopter Program for Fusion CRM relayed their experience with the company's new platform.
- October 04, 2011
Contact centers should examine and audit issues that escalate beyond a level 1 to determine how to better manage the outcome and costs of more complex customer issues.
- 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.
- September 27, 2011
Salesforce.com may have focused on the social enterprise at Dreamforce, but its cloud-based programming tools are grabbing customer’s attention, too.
- September 22, 2011
Without clear best practices for social initiatives, contact centers need to chart their own courses with some basic guidance from industry analysts.
- September 20, 2011
Salesforce.com has big plans for social customer profiles, but it might take a whiole for this concept of CRM data integration to fully translate into reality.
- September 15, 2011
Using CRM analytics is a popular trend, but it’s important to make a solid business case for bringing it into a CRM environment. Learn what to expect from CRM analytics and how to develop a business plan for integrating the data.
- September 06, 2011
See how American Express and Dell turned around their customer satisfaction ratings by applying customer experience management (CEM) principles.
- September 01, 2011
Salesforce aims to broaden customer base by adding new functions to the core of its product line.
- September 01, 2011
Salesforce.com gave Chatter the official nod by creating a social enterprise strategy with this collaboration tool as its centerpiece.
- September 01, 2011
Salesforce.com's sandbox environment went down for six days last week. Does that impact your company's SLA with the company? Many are unsure.
- August 30, 2011
Forrester Research has released a best practices plan for companies trying to get control over their mobile CRM deployments.
- August 17, 2011
Columnist John Ragsdale discusses the KM-related ramifications of Oracle's InQuira acquisition and the growing importance of enterprise search.
- August 16, 2011
Companies must precisely define role for chief customer officers to ensure success.
- August 09, 2011
Nicor National believes that managing the customer experience starts with improving the customer service representatives’ environment.
- August 03, 2011
Nearly buried in customer data, many companies are hard-pressed to get a good fix on their social analytics. Some companies find that they need to give the job to someone else.
- August 01, 2011
Gartner recommends companies focus on business priorities and true engagement to make social CRM projects a success.
- July 28, 2011
Oracle plans to extend CRM offerings with knowledge management system from InQuira, which it intends to acquire.
- July 28, 2011
Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid.
- July 26, 2011
These eight tips, culled from experts such as Donna Fluss and Michael Krigsman, offer insights into how companies can ensure their contact centers are in the best shape possible.
- July 25, 2011
Companies are using video to transform contact centers and give customers more accessible and higher-quality service.
- July 19, 2011
The promises of transforming call centers into a money maker for the company are starting to come true, John Ragsdale writes in this month's column. See who is still catching up.
- July 18, 2011
When legacy contact center systems no longer keep up with business needs, it’s time for new technology. Find out how to assess the need for an upgrade -- and how to make the case to decision makers.
- July 14, 2011
Microsoft is set to deliver a social collaboration tool for Dynamics CRM customers by year’s end intended to help users set up and manage teams organized around products or projects.
- July 13, 2011
On the customer front-line, contact centers are best positioned to guide corporate CRM strategy, according to a global benchmarking report.
- 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 07, 2011
With the increase in CRM metrics available, it’s important to apply the metrics that provide the best feedback about the business drivers. Learn about sales and call center metrics and general best practices for all CRM metrics.
- July 07, 2011
CRM experts from across CRM's core disciplines explain what are the right -- and wrong -- metrics to use to measure a CRM initiative and how to properly set up a metrics program.
- 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.
- June 29, 2011
Find out how Hyundai boosted its approach to customer experience management. Read best practices for creating customer experience management strategies and learn how to improve customer service.
- June 23, 2011
The American Red Cross took a bad tweet and turned it into a positive experience by responding quickly and staying transparent.
- June 20, 2011
Columnist John Ragsdale answers some of the most frequently asked questions about the universal CRM metric.
- June 16, 2011
Companies fear the worst and worry they will lose control of their brands when they go on social channels. Turns out they probably will -- but it could be the best thing that ever happens to them.
- June 15, 2011
At the annual ACCE show, Comcast outlined 10 steps call center managers can take to create a social media strategy that serves customers.
- June 14, 2011
Is it time to give up the spreadsheet? New sales performance management software is giving managers tools to better forecast sales.
- June 09, 2011
Companies are discovering the challenges of social media analytics, and many are not sure where to begin. But industry analysts say launching a listening strategy is a good way to start.
- June 06, 2011
By using customer experience management applications to measure how contact center agents interact with customers, companies can assess how well each channel is doing.
- June 03, 2011
Salesforce.com is promoting the idea of product-specific social networks based on Chatter, but organizations need to determine their social media strategy first.
- June 01, 2011
The growth of sales automation tools and virtual shopping are creating a brave new sales world.
- May 26, 2011
An online news source in the independent film industry gives a lead role to email in its marketing strategy and found it delivers a clear advantage over social channels with the measurable results it provides.
- May 25, 2011
TSIA’s John Ragsdale examines where companies will be putting the CRM dollars this year and what is driving these purchases.
- May 24, 2011
Salesforce.com keeps adding to its open and social cloud computing strategy through acquisitions and internal development, while some observers wonder if the company isn't spreading itself too thin.
- May 20, 2011
The sky’s the limit as cloud computing vendor Salesforce.com breaks the $2 billion in revenue mark with Force.com, the Sales Cloud and Chatter as it also eyes a marketing cloud.
- May 18, 2011
Successful call center overhauls combine new contact center technologies with traditional change management practices to get agent buy-in and business-driven results.
- May 17, 2011
General Mills rolled out iPad access to its SAP CRM system for 200 sales reps and saw success as well as challenges with data sync and upgrades.
- May 16, 2011
Best Buy discovers an in-house designed and simple customer feedback software application is playing an increasingly important role in its corporate customer insights initiatives.
- May 12, 2011
Verint has launched its Impact 360 Workforce Optimization and Voice of the Customer applications for the call center.
- May 11, 2011
Find out which tasks work best with self-service and learn how to measure the effectiveness of a self-service implementation in the contact center.
- May 06, 2011
Companies need to push forward on CRM marketing initiatives and not wait for the ideal time to launch social CRM or marketing analytics programs.
- May 05, 2011
Contact center managers are shifting the discussion of new software away from the on-premises vs. on-demand debate and evaluating software based on traditional business concerns.
- May 03, 2011
Gartner reports companies adopting social CRM and SaaS-based CRM, but they are doing so with some measure of caution.
- April 29, 2011
Oracle's Fusion Applications were eclipsed for a moment when Sony Ericsson picked Oracle’s Siebel CRM marketing software for a global rollout.
- April 27, 2011
Find out best practices for applying customer experience management (CEM) technology in your contact center.
- April 21, 2011
Sales teams need dynamic processes as much as CRM tools to boost win rates. A recent survey from CSO Insights offers intriguing benchmarking data.
- April 20, 2011
Although IVR remains an integral part of contact center technology, social media use is growing. Find out how to manage multiple channels for the best ROI.
- April 19, 2011
If you’re serious about boosting self-service success, the time to invest is now, the TSIA’s John Ragsdale writes in this month’s column.
- April 11, 2011
Analytics technology buyers often focus on their in-house data and tools, but that’s really not where companies should begin, according to Gartner.
- April 06, 2011
Beyond just helping to find cost savings, companies can use contact center metrics to determine ROI from their self-service initiatives. See which two metrics are most important.
- March 31, 2011
Rapid changes in mobile and social computing and the data explosion are challenges for customer relationships. Gartner predicts how they will affect the market through 2015.
- March 24, 2011
Denis Pombriant explains why he expects lead management to become a major part of companies’ CRM plans in the next four years.
- March 22, 2011
The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data.
- March 16, 2011
The effectiveness of self-service channels has been dropping steadily for years. The TSIA’s John Ragsdale offers some explanations and some remedies in this column.
- March 15, 2011
A CRM initiative that spanned several years for one manufacturer started with a comprehensive assessment of the customer experience and continues with an “innovation team.”
- March 02, 2011
SAP is releasing a new CRM application and says this one will focus on sales users, not management and can succeed where its predecessor failed in replacing Salesforce.com in its install base.
- February 21, 2011
Some CRM vendors have quantified their return on online videos and are using it effectively as a sales tool. It’s something others can learn from, according to Denis Pombriant.
- February 17, 2011
The maker of Call of Duty and Guitar Hero is providing customer service through Facebook and Twitter but struggling to measure results and still leaning on self service, IVR and the phone channels.
- February 15, 2011
The TSIA’s John Ragsdale digs into one of the biggest trends in customer service in the coming year -- mobile enablement -- with advice and some historical perspective.
- February 10, 2011
Creative companies are making broader use of smartphones than just email, phone and mobile CRM software, finding uses for GPS, cameras and other mobile applications.
- February 03, 2011
Companies have launched successful analytics programs in areas like fraud detection and drug development, but when will analytics become pervasive in CRM systems? The time is coming, says Denis Pombriant.
- February 03, 2011
Cloud, social media and virtualization will be just some of the places organizations spend their discretionary IT dollars in the coming year.
- January 28, 2011
PCI compliance is often left to security or compliance professionals, but call center staff and management need to be familiar with PCI DSS as well.
- January 27, 2011
Financial services firms face unique challenges in managing their customer relationships, but a new wave of technology and best practices are helping to guide the way.
- January 25, 2011
The recession and the emergence of social networks, mobile-enabled applications and Web self-service have created a new type of customer for all, and financial services in particular need to find ways to serve them.
- January 19, 2011
Q-go will bring intent-based results to the RightNow CX platform to improve online customer service and conversion rates.
- January 17, 2011
Financial services customers are more demanding than ever, and serving them requires firms to think carefully about segmentation and the cross-channel customer experience.
- January 17, 2011
Microsoft today is releasing its Dynamics CRM Online product to 40 nations, ushering in a new release schedule where the on-demand application gets the upgrade before the on-premises version.
- January 13, 2011
Customer service via social channels is seeing rapid adoption, but it still requires the underlying processes of traditional channels. John Ragsdale offers some data on social service adoption as well as some advice in his column.
- January 10, 2011
There's a limited number of WFO players in the latest Magic Quadrant, but be prepared for a wave of infrastructure vendors to enter the market, according to Gartner.
- January 05, 2011
From Fusion Applications to database vendors entering the CRM market, plenty happened in CRM in 2010, but was it the year of the CRM buyer?
- January 03, 2011
SearchCRM.com experts forecast what's in store for 2011 and the evolution of social CRM, mobile and the customer experience is something they can agree on.
- December 23, 2010
Denis Pombriant explains how video can help marketers -- and who in the CRM industry is doing it well.
- December 02, 2010
Companies left with multiple CRM systems thanks to mergers, acquisitions and more can find big savings through CRM software consolidation.
- November 29, 2010
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010.
- November 08, 2010
Mobile applications have evolved beyond email and CRM has often been next in line. What can mobilizing CRM teach us about mobilizing other enterprise applications?
- November 02, 2010
The latest target in Oracle's buying spree provides cross-channel e-commerce technology and could be a good fit with Oracle CRM.
- October 26, 2010
SaaS has simplified the way vendors price their software. How much do buyers care, and could it lead to a price war in the market?
- October 26, 2010
Companies that got a discount with their initial SaaS CRM implementation may not get the same kind of treatment when they renew their SaaS CRM license three years later, but the buyer still has the upper hand.
- October 26, 2010
Software as a Service, or on-demand CRM, has transformed the way CRM software is priced. See how the top SaaS vendors stack up against one another.