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CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience.   |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
November 2011
Leonard Klie |
10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard. |
CRM
June 2013
Kelly Liyakasa |
Collaboration Meets Community Platforms Enterprises are combining peer-to-peer and Web self-service capabilities to improve customer service and lower cost. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
InternetNews
March 4, 2011
Paul Shread |
Salesforce Friends Facebook for Call Centers The SaaS giant adds support for Facebook to its Service Cloud 3 call center. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
CRM
December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
June 1, 2012
Mike Sheridan |
From Contact Center to Next-Generation Engagement Center Companies must update and break down the silos in their operations and, more than ever, examine the state of their current company-customer relationships in order to stay competitive. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
August 5, 2015
Dave Roman |
How HP Integrated Social Media into its International CRM System Discover a 360-degree solution for social care. |
CRM
June 1, 2009
Christopher Musico |
Service and Social Media: You're Not Social (Enough) Communities and channels are rapidly expanding - and your company needs to at least know its place in all of them. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
December 14, 2012
Mark Cooper |
The Rise of the Agile Consumer Traditional CRM systems are failing to keep pace with today's customer. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
CRM
October 19, 2010
Koa Beck |
Genesys Announces a New Social Media Strategy Genesys Telecommunications Laboratories, an Alcatel-Lucent unit that provides enterprise and contact center software, recently launched a new strategy for social media, one that allows companies to use integrated tools to monitor and address consumers through social media channels. |
InternetNews
March 23, 2009
Alex Goldman |
Salesforce Taps Into Twitter Customer contact centers have moved far beyond the phone, says Salesforce, embracing Facebook, Twitter, and other Web applications. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
August 29, 2010
Scott Brave |
The Social Work of Social CRM Collective intelligence can find a needle in a haystack. |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
January 2004
Jason Compton |
The Changing Role of the Contact Center Agent With the proliferation of online self-help and new call center technologies, agents are being asked to resolve more challenging issues or to transform themselves into salespeople. But are current agents, who primarily respond to basic service requests, right for these new roles? |
CRM
October 2013
Paul Korzeniowski |
CRM and Knowledge Management: Balancing Information and Insight Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous. |
CRM
May 2013
Donna Fluss |
Transform Your Contact Center Into an Essential Corporate Contributor Operations at risk must take a proactive approach. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
June 2005
Bailor et al. |
100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100. |
CRM
October 2013
Barton Goldenberg |
Software Advances Are Propelling CRM to New Heights Seven trends businesses cannot afford to ignore. |
CRM
June 2011
Leonard Klie |
Don't Forget the "C" in Social CRM Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises |
Bank Systems & Technology
June 1, 2005
Peggy Bresnick Kendler |
Contact/Call Centers No longer just about back-office servicing, contact and call centers now provide banks with an opportunity to nurture customer relationships. |
CRM
April 3, 2012 |
inContact Extends Its Cloud Platform The platform is expanded to include more reporting, scripting, and integrations. |
CRM
March 21, 2014
Kostojohn & Ghalayini |
Build a Solid CRM Foundation Master the basics before taking on the latest innovations. |
CRM
March 30, 2011
Leonard Klie |
Astute Launches Social Media Management Solution Astute SRM helps companies increase customer engagement, optimize social business processes, and drive innovation. |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
InternetNews
September 10, 2009 |
Salesforce.com's Next Billion-Dollar Move? With a firm grip on sales lead management, the leader in SaaS aims for the customer management market. |
CRM
March 2011 |
The 2011 Rising Stars Whether these four companies will keep ascending and ultimately join the leaderboard remains an open question. By focusing on where customer service is headed, they are on the right track. |
CIO
June 29, 2011
Todd R. Weiss |
Is Your CRM System Meeting Your Enterprise's Needs? Your customer needs have been changing. Is your CRM system keeping pace? If you deployed your system 10 years ago, chances are that it's probably not. |
CRM
September 2005
Barton Goldenberg |
'Information at Your Fingertips' These five business drivers will propel real-time CRM over the next decade: The need to be increasingly customer focused... Increased competition... An increased emphasis on better market segmentation... etc. |
CRM
November 2009
Clara Shih |
Facebook Is the Future of CRM Only social media can put the customer back into CRM. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
December 2003
Ginger Conlon |
A Winning Formula Top executives from five leading vendors voice their opinions on how companies can unite sales and marketing to create a customer-centric organization. |
CRM
November 2011
Barton Goldenberg |
The Real Value of Social CRM Leverage public social media and niche sites to drive traffic to your community |
CRM
June 2013
Leonard Klie |
Microsoft Opens Up at Convergence Company comes out of its cocoon to help customers get the most value from IT investments. |
