Mon, 6 Feb 2012 13:52:48 EST
Contact center social will (slowly) become norm
In this expert response, find some ways contact centers are using social media channels to manage customer contact volume.
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Mon, 6 Feb 2012 09:05:25 EST
Microsoft makes mobile move with next CRM release
Microsoft next release of Dynamics CRM includes a new mobile module, offering native support for most mobile devices. It also adds new social, compliance and reporting features.
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Thu, 2 Feb 2012 14:50:37 EST
Social media for B2Bs finds engaged, focused customers
Listen as social media expert Paul Gillin offers tips for using social media in B2B settings.
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Tue, 31 Jan 2012 08:30:42 EST
Salesforce.com rebuilds Assistly into Desk.com, a help desk for SMBs
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market.
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Fri, 27 Jan 2012 11:34:29 EST
Standards, clear-cut touchpoints vital to cloud ERP integration
Integrating cloud applications with on-premises ERP presents a long list of challenges. Industry experts weigh in on what to tackle first and how.
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Thu, 26 Jan 2012 14:23:07 EST
'Extreme' collaboration: TV spurs success in social media strategy
An "extreme makeover" on television leads to a social media strategy triumph. Experts agree there are three things common to such success: forethought, careful plan execution and ongoing measurement.
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Tue, 24 Jan 2012 14:08:23 EST
Is the content industry focusing on the customer?
A blog post has columnist Denis Pombriant pondering the future of the content industry and whether it is focusing too much on products.
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Mon, 23 Jan 2012 20:32:38 EST
Speech analytics is worth the pain
Expert Donna Fluss discusses the benefits of using speech analytics in the contact center and other areas of business.
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Mon, 16 Jan 2012 19:27:23 EST
Sales software report: SFA, analytics on the rise, Excel use falls
Sales organizations are decreasing their use of Microsoft Excel, while adding sales force automation tools and strongly considering analytics, according to a new benchmarking report.
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Tue, 10 Jan 2012 11:49:00 EST
Measurement, monitoring essential to customer experience management
Learn how Coca-Cola and ING Direct expanded their customer experience management in social media approaches by measuring goals and monitoring customer feedback.
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Thu, 5 Jan 2012 15:44:39 EST
Employee focus transforms customer experience management strategies
CEM initiatives suffer when employees can?t provide their perspectives on customer concerns.
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Thu, 5 Jan 2012 12:36:26 EST
CRM user interface guide
This guide provides an at-a-glance look at Oracle, SAP, Microsoft and Salesforce.com?s user interfaces for their mobile client, Outlook integration and sales dashboards.
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Tue, 3 Jan 2012 16:02:43 EST
Planning and allocating resources for customer experience management
Customer experience management (CEM) crosses multiple departments and IT systems. How should organizations tackle the enormous task of mapping out a CEM transformation?
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Thu, 29 Dec 2011 16:55:26 EST
'Avengers' and 'Spider-Man' top list of geek movies to watch in 2012
The golden age of geek movies will continue in 2012 with films like "The Avengers," "The Amazing Spider-Man" and "Men in Black III."
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Wed, 28 Dec 2011 16:06:27 EST
Analysts predict social, mobile CRM as main trends for 2012
Find out why CRM analysts say social media data integration and mobile CRM are two key areas to watch in 2012.
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Tue, 27 Dec 2011 15:09:05 EST
Customer experience management must be built on trust, SAP exec says
Today?s companies have a range of tools and technology they can use to create a sense of trust with their customers, according to a new book on customer experience management (CEM).
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Fri, 23 Dec 2011 09:10:53 EST
Was 2011 the year of ?peak software??
Two recent headlines have columnist Denis Pombriant pondering the future of licensed software and the future of interactions both person-to-person and business-to-business.
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Thu, 22 Dec 2011 10:45:17 EST
Social, acquisitions, CEM topped CRM news in 2011
In 2011, CRM professionals were faced with acquisitive vendors, a social tidal wave, a push for mobile computing and the never-ending demands for better, faster customer management systems.
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Wed, 21 Dec 2011 10:38:37 EST
Group pushes for social media measurement standards
Consultant and author Katie Paine has formed a social media standards group to create definitions and best practices for defining customer relationships, influence and engagement.
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Mon, 19 Dec 2011 20:02:15 EST
Gartner Magic Quadrant finds confusion in the customer MDM market
Acquisitions and product additions by the top vendors are making customer master data management software choices harder for users, Gartner says.
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Fri, 16 Dec 2011 12:24:42 EST
Salesforce, SAP, Oracle get ready for HR software battle
With the planned acquisition of Rypple, cloud giant Salesforce.com intends to target SAP and Oracle in the human resources software market.
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