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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.   |
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
November 22, 2010
Lauren McKay |
Lithium's Social is "Suite" Lithium Technologies rolls out a fully integrated suite of social tools, complete with commerce, support, and brand-awareness-specific offerings. |
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
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
February 2011
Juan Martinez |
Lithium, Jive Lead Community Platform Growth More than half of $500-million-a-year companies have in place or are developing community platform programs, according to Forrester Wave. |
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
August 2013 |
The 2013 CRM Market Leaders CRM vendors are making some pretty bold moves to incorporate newer technologies into their existing solutions. |
CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Web Interaction Management A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner. |
CRM
July 11, 2012
Judith Aquino |
Votigo Rolls out Saas-Based Social Marketing and CRM Suite Platform includes promotions and conversation managers, analytics, and more |
CRM
January 2011
Lauren McKay |
Most Vendors Embrace Social CRM A study evaluates the performance of leading vendors |
CRM
December 13, 2010
Koa Beck |
eGain Introduces All-In-One Search for Customer Self-Service Experience and Multichannel Contact Center eGain Multisearch provides federated search, multi-access navigation, and multi-process expertise behind the simple search box. |
CRM
June 14, 2011
Brittany Farb |
eGain Launches Interactive B2C Sales and Marketing Software eGain Interactive Sales Suite helps e-business and marketing teams quickly deploy, assess, and refine customer engagement strategies with contextual promotions and proactive assistance. |
CRM
April 25, 2013
Kelly Liyakasa |
Lithium Enhances Social Customer Experience Platform Lithium launches Social Intelligence analytics product and expands partner communities. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
October 25, 2011 |
Sword Ciboodle Leverages SAS Analytics in New Intelligent Contact Center New solution offers a peak into chat, selling opportunities, social media interactions, lead management, and campaign execution. |
CRM
May 1, 2012
Kelly Liyakasa |
Sixty Percent of Firms Use Social Media for Customer Support Despite willingness to adopt social service channels, adoption still wanes depending on organization size and region. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
July 10, 2012 |
KANA Software Acquires Ciboodle The deal brings together two customer service solution providers. |
CRM
June 2011
Leonard Klie |
Peer Power Online communities foster customer loyalty by doing what traditional contact centers cannot. More companies are adopting social community platforms as a form of customer service and are garnering more tangible results. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
December 2007
Marshall Lager |
It's All Coming 2.0gether As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way? |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
October 2010
Koa Beck |
Anybody's Bot Virtual agents, deemed the new concierge of the Internet, help customers navigate through ever-increasing Web site complexities. |
CRM
June 2011
Koa Beck |
Socially Graceful CRM? Why the old rules of etiquette no longer apply |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
December 17, 2015
Dave Nelson |
3 Tips for CRM Investment in the Digital Age With channels, interactions, and data proliferating, CRM strategies and tools are still key to superior customer experience. |
CRM
December 2009
Lauren McKay |
Information Overload As consumers deal with an increasing amount of information - and as they embrace more mechanisms to engage with that information - there comes a need to search out what's important, or filter out some of the noise. Through this tidal wave of information, how can businesses manage to connect? |
CRM
December 13, 2011
Kelly Liyakasa |
Cisco Unified CCX Gets Cross-Channel Upgrade eGain adds its multichannel software, opening the Cisco platform to mid-market firms. |
CRM
September 2010
Lauren McKay |
Does Social CRM Need Gartner's Seal of Approval? Despite unveiling three reports on social software, some in the industry question whether the research giant has done justice to a still-exploding sector. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
September 2011
Brittany Farb |
Marketing to Communities Why old-school advertising delivers the wrong message |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
October 9, 2012
Kelly Liyakasa |
Lithium Technologies Acquires Social Dynamx The company also announced the general release of the product Lithium Social Web. |
CRM
December 2012
Esteban Kolsky |
What's in a Name? Debating the future of social CRM. |
CRM
August 23, 2013
Connor Marsden |
The Role of Social CRM These channels present incredible opportunities for companies to add another dimension to understanding customers, key decision-makers, and trends that drive meaningful dialogue. |
CRM
March 5, 2014
Leonard Klie |
CRM Is in the Midst of an Expansion, Microsoft Execs Say at Convergence Microsoft's Bill Patterson says CRM has to come together with so many other business applications. |
CRM
June 20, 2013
Kelly Liyakasa |
Jive Software Steps Up Mobile Strategy An interest in enterprise collaboration fuels product development, integrations. |
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. |
CRM
August 2010
William Band |
Navigating the Vendor Landscape A leading analyst firm assesses the CRM marketplace. |
CRM
October 3, 2014 |
Sendible Launches Sendible 360 Social Media Platform Sendible 360 simplifies social media interactions for businesses. |
CRM
June 2015
Michael Vickers |
Is Your CRM System Social Media Friendly? Empower collaboration to create customized experiences |
CRM
June 1, 2009
Lauren McKay |
Strategy and Social Media: Everything's Social (Now) You may not know what you're doing - but your customers do. If the time to act is now - does that mean it's too late to plan? |
CRM
July 9, 2010
Lauren McKay |
Jive and Lithium Top Gartner's First-Ever Magic Quadrant for Social CRM According to Gartner, social CRM application spending will grow at a faster rate than traditional CRM spending. Here is a brief break-down of the market. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
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. |
CRM
October 26, 2010
Brent Hayward |
It's About Answers Knowledge-based technologies are now essential to the customer experience. |
CRM
May 4, 2012
Leonard Klie |
Lithium Delivers Next-Generation Solution For Social Marketing Company re-imagines the brand-owned marketing community to drive traffic and conversion |
CRM
December 1, 2010
Lauren McKay |
How Social Are Social CRM Vendors? Evoke CRM study ranks the most social CRM companies on the Web. |
