- 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.
Sponsored by Microsoft - The ability to quickly and accurately leverage insights and intelligence is becoming more and more critical for organizations looking to create personalized and differentiated experiences for customers, employees and everyone else across their supply chains and ecosystems. See More
Sponsored by Microsoft - With Microsoft Dynamics 365, organizations can leverage an integrated portfolio of business applications designed to work together to seamlessly transform and modernize customer experience (CX) and engagement. See More
Sponsored by Microsoft - Customer service is often the most important factor in determining brand loyalty, customer satisfaction and long-term customer relationships. Globally, 90% of consumers believe customer service is important in the choice of a brand, and 58% say they will sever a relationship with a business due to poor customer service, according to Microsoft research. See More
Sponsored by Microsoft - In today’s world of ubiquitous, always-on, always-available digital connectivity, nothing is more critical than customer experience (CX). If you are not meeting the needs of customers, they can do a quick search and be engaged with a competitor in minutes. If that competitor is more adept at fulfilling—and anticipating—customer needs, you risk not only losing the immediate business but, worse, the ongoing customer relationship. See More
- 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 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 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 ...
- 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.
- 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
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.
- 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.
- 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.
- 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.