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CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service.   |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
CRM
April 2006 |
The 2006 Service Elite Awards Here's five organizations that reaped the benefits of their contact center and customer service initiative: Washington State Department of Information Services... Charter Communications... Health Net... etc. |
CRM
February 2005
Eric Krell |
6 Ways to Maximize Contact Center Profitability What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk. |
CRM
July 2012
Leonard Klie |
Listening to the Voice of the Customer As companies adopt voice of the customer solutions, customers expect them to act on their feedback. |
CRM
September 2014
Leonard Klie |
When VoC and VoE Combine Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences. |
CRM
December 2011
Aquino & Klie |
Oracle to Acquire RightNow Technologies The $1.5 billion deal is part of an aggressive move to offer more cloud solutions, Oracle says. |
CRM
March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience. |
CRM
February 2010
Christopher Musico |
Stressed and Distressed Under-appreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension - and raise satisfaction - on both sides of the call. |
CRM
July 2012
David Myron |
CRM Moves to an Outside-In Approach Organizations must put customers first -- especially when making changes to their staffing structure, processes, or technology. Doing so will mark the beginning of your outside-in strategy. |
CRM
February 2003
Eric Krell |
Quality Is Job One... Or Is It? Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction. |
CRM
December 2011
Marshall Lager |
HauteLook Gets Help for Help Online discounter taps RightNow for customer care. |
CRM
August 2010 |
Market Leaders: Sales Force Automation It's no surprise that Salesforce.com waltzed off with the win for the fifth year running. |
CRM
August 2010 |
Market Leaders: Enterprise Suite CRM Salesforce.com still managed to retain its crown for a second year. |
CRM
November 2009
Joshua Weinberger |
After the Revolution Salesforce.com was careening toward bankruptcy. Even Marc Benioff secretly feared his company's days were numbered. But then revenues picked up - and the revolution began in earnest. He's shown he can topple an industry - but can he lead one? |
CRM
January 31, 2011 |
Salesforce Launches Chatter.Com Chatter.com makes private social networks available to every company around the world. |
CRM
March 4, 2011
Brittany Farb |
Salesforce.com Unveils Service Cloud 3 Service Cloud 3 made its debut yesterday at Salesforce.com's Cloudforce 2011 event in New York. The new application will assist customers manage higher volumes of service issues through social media tools. |
CFO
May 8, 2006
Edward Teach |
Talking Points Poor employee communications can undermine the best-laid strategy. |
Inc.
January 2007
Michael Fitzgerald |
CRM Made Simple New software to supercharge your sales. |
CRM
August 2012 |
The 2012 CRM Market Leaders CRM is the most important area of investment to improve business over the next five years. Find out which vendors are ramping up these offerings and best responding to industry needs in this year's Market Leader awards. |
Insurance & Technology
March 10, 2006
Lisa Valentine |
An Eye Toward the Future SOA will enable Vision Service Plan's IT staff to streamline core business processes with a lot less effort than was required in the legacy environment. |
CRM
June 27, 2014
Karine DelMoro |
Unlock the Potential of Unstructured Data for a Successful VOC Program Strategies for gaining a competitive edge with unstructured data. |
CRM
May 1, 2007
Jessica Sebor |
Market Focus: Government: Citizen Satisfaction The public sector thinks differently about the C in CRM, as more vendors cater to this vertical's specific needs. |
CRM
February 2, 2004
Roylene Rhodes |
American Medical Response To ensure success, medical transportation and 911 services firm American Medical Response made CRM integral to its daily processes. |
The Motley Fool
April 23, 2007
Tom Taulli |
RightNow All Wrong RightNow's apparent internal tumult could harm its growth. The software company's stock plummeted 17% following last week's earnings report. |
CRM
September 1, 2009 |
The 2009 Market Leaders - Enterprise Suite CRM Here are the top five rated companies in the enterprise suite CRM market. |
CRM
August 2, 2010 |
CRM Magazine Announces Winners of 2010 CRM Market Awards With its ninth annual CRM Market Awards, CRM magazine honors the vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies. |
CRM
November 15, 2011
Leonard Klie |
Salesforce.com to Acquire Model Metrics With Model Metrics, Salesforce.com adds mobile and social expertise to accelerate the shift to the social enterprise. |
