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Wired
January 19, 2009
Evan Ratliff |
The Wired Presidency: Can Obama Really Reboot the White House? Turning his innovative campaign and transition into Government 2.0 won't be easy.   |
CRM
July 2004
David Myron |
CRM.GOV No longer the bailiwick of the private sector, CRM is a prime focus of government agencies. A look at how Baltimore, Las Vegas, and Miami Dade County are using CRM to improve service and efficiency. |
HBS Working Knowledge
November 16, 2010
Martha Lagace |
Data.gov: Matching Government Data with Rapid Innovation Data.gov, the subject of a new case study, taught for the first time this summer at Harvard Business School, highlights the potential of raw data to spur citizen creativity and practical applications. |
Information Today
April 11, 2011
Barbie E. Keiser |
Got Government Data? Not Anymore! Last week we learned that this noble project -- emblematic of the 21 st century approach to information, technology, and society -- has become one of the many victims of federal government belt tightening. |
CRM
August 1, 2006
Colin Beasty |
Market Focus: The Public Sector--Eye on the State Local and national governments are turning to CRM to satisfy the citizen-as-consumer. |
InternetNews
April 28, 2010 |
Obama Tech Chiefs Post Agencies' e-Gov Ratings Federal CTO Chopra and CIO Kundra post score card evaluating agencies' open government plans as a pair of studies surface describing increasing citizen engagement with government online. |
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
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. |
Information Today
May 31, 2012
Barbie E. Keiser |
Government in the Mobile Era A document released May 23, 2012, Digital Government: Building a 21 st Century Platform to Better Serve the American People, reveals the Obama administration strategy to enable citizens to find the services they need across government programs, "anytime, anywhere, and on any device." |
CIO
November 15, 2001
Steve Ulfelder |
How to Keep the Citizens Satisfied Why state governments need customer relationship management, best practices for deploying CRM in public sector, and how CRM is improving government service delivery... |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
February 2010
Paul Greenberg |
The Shotgun Marriage of Sales and Marketing In this exclusive excerpt from the fourth edition of the industry bible, a legendary thought leader explains why the unification of sales and marketing is finally upon us. |
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. |
Information Today
June 20, 2013
Barbie E. Keiser |
Co-Sponsor a Congressional Bill and Track Its Progress Cosponsor.gov is a sweeping expansion of the Citizen Cosponsor Project. The new website will now feature every bill and resolution introduced in the House, from Republicans and Democrats. |
Bank Technology News
November 2007
John Adams |
Feedback: Zions Wants to Plumb the Depths of Your Discontent Zions now believes it's found a way to gather feedback and respond to complaints and suggestions. It's deployed the Allegiance Engage Platform to help analyze and respond in real-time to customer and employee comments and suggestions. |
InternetNews
November 17, 2008
Kenneth Corbin |
What Will Obama's CTO Job Look Like? As speculation abounds, an ambitious agenda for new tech czar position takes shape. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
December 2011
Marshall Lager |
Past Is Prologue We look at the major events of this year for hints of what's to come. |
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
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
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
March 25, 2011
Jim Davies |
Applying the Eight Building Blocks of CRM to Social Media How to improve the effectiveness and long-term success of social CRM initiatives |
CRM
August 2015
Barton Goldenberg |
From the CRM Trenches: A 30-Year Perspective, Part 2 Brace yourself: Mobility, social CRM, and wearables will create new challenges -- and opportunities |
CRM
April 25, 2014
Connor Marsden |
CRM Technology as a Business Planning Tool Sharing essential information is key to meeting customer demands. |
Wired
Nicholas Thompson |
And Data for All: Why Obama's Geeky New CIO Wants to Put All Gov't Info Online The Obama administration's most radical idea may also be its geekiest: Make nearly every hidden government spreadsheet and buried statistic available online, all in one place. |
CRM
March 28, 2014
Glenn Johnson |
5 Tips for Making CRM an Enterprise Portal Focus on revenue to drive project objectives. |
CRM
January 2016
Maria Minsker |
Outlook 2016: How CRM Will Foster an Era of Good Feelings As tools mature and vendors rally around journey-driven solutions, organizations will be better equipped to please customers' ever-evolving demands |
CRM
October 2013
Woody Driggs |
Building a Consistent Customer Experience Focusing on employee engagement and culture will go a long way. |
CRM
October 2010
Juan Martinez |
Required Reading: Slowing Down Your Social CRM Relationship-building takes more than a tweet. |
Fast Company
April 2008
Ellen McGirt |
The Brand Called Obama Win or lose, Barack Obama's rise changes business as usual for everyone. Here's why. |
CRM
September 26, 2014
Jake Wobbrock |
Changing Consumer Behaviors Make Self-Service Growth Inevitable To give today's customers what they want, help them help themselves. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
January 25, 2013
Benjamin Lederer |
Making Use of Social Media Data A social CRM or contact management system can function as your business command center, supplementing contact, company, and industry information with social data, including profiles and comments. |
CRM
April 1, 2004
Doug Sussman |
How New York's Metropolitan Transportation Authority Keep Customer Communications Moving New York's Metropolitan Transportation Authority uses CRM to keep customer communications moving. |
CRM
August 2013 |
The 2013 CRM Market Leaders CRM vendors are making some pretty bold moves to incorporate newer technologies into their existing solutions. |
InternetNews
January 12, 2009
Kenneth Corbin |
Will e-Gov Get Its Day in Obama Administration? Open government advocates look to incoming administration to bring federal proceedings into the Internet age. |
InternetNews
June 30, 2009
Kenneth Corbin |
Obama CIO Debuts Federal IT Spending Tracker New IT dashboard provides insight into federal spending on IT investments. |
CRM
August 4, 2015
David Myron |
Social CRM Mistakes and How to Avoid Them Follow these 10 steps to deploy a successful social CRM strategy. |
CRM
February 2008
Barton Goldenberg |
Always On The new generation of consumers, clients, and customers is perpetually connected - to the Internet, to you, and to each other. What can Web 2.0 do for you? |
CRM
June 7, 2013
Peter Chase |
Five Steps to Giving Marketers Data Ownership Integration is key. Collecting data is the easy part; the real challenge comes from connecting the different types of data across multiple channels. |
CRM
May 2003
Ramin Ganeshram |
Get With the Program Companies that ignore the culture change required for any CRM initiative to succeed do so at their peril. Here's how culture relationship management facilitates CRM. |
CRM
September 2004
Eric Krell |
The 2004 CRM Elite The CRM Elite awards showcase six companies that set out to get measurable results, then met or surpassed their expectations. |
CRM
April 2015
Oren Smilansky |
How to Select a CRM System Whether it's your first solution or your fourth, these tips will help make the vendor selection process easier. |
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
August 27, 2003
Lisa Picarille |
Vertical Focus: Government Some of the major trends in government CRM include increasing the amount of services offered online and improving the metrics to gauge CRM efforts. |
CRM
February 2014
Paul Greenberg |
CRM in the Age of Customer Engagement When definitions are in flux, flexibility is key. |
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. |
InternetNews
March 5, 2009
Sean Gallagher |
Obama Names Federal Government's First CIO Vivek Kundra will be responsible for managing the government's entire technology portfolio. |
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
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. |
