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October 2014
Barton Goldenberg |
The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival.   |
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July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
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May 2010
David Rich |
The New Behavior of the Social Customer By integrating social CRM and customer strategy, you can improve your market position with better services, lower operating costs, and higher performance. |
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
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
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
November 18, 2011 |
LiveOps Integrates Twitter with the Cloud Contact Center Social media connectivity highlights the latest additions to the company's cloud-based platform. |
CRM
February 2008
Barton Goldenberg |
Multiplicity Means More Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM? |
CRM
March 21, 2014
Kostojohn & Ghalayini |
Build a Solid CRM Foundation Master the basics before taking on the latest innovations. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
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. |
CIO
June 15, 2002
David L. Margulius |
Maximize Everything Now The latest optimization tools can help you get every dollar out of your operations. |
CRM
November 13, 2013 |
Engagor Integrates with Salesforce, Desk, and Zendesk to Simplify Social Lead Generation Engagor's integration with leading CRM applications enhances sales and customer service processes through social channels. |
CRM
August 31, 2012
Patrick Dorsey |
Move from Social Media to Social CRM Five ways to bring your business up to speed. |
CRM
April 2013
Esteban Kolsky |
Evolving Social CRM to Become CRM -- Again Move your CRM implementation to the next generation. |
CRM
March 2015
Maria Minsker |
The 2015 CRM Rising Stars: NICE Systems Innovates with Real-Time Analytics The veteran vendor is this year's comeback kid. |
CRM
June 2012
Leonard Klie |
Web Chat and Speech Analytics Are Set to Surge More contact centers will deploy technologies in 2012. |
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
July 26, 2010
Jo Ann Parris |
Going Viral: Social Media and Customer Service How to embrace social engagements in the contact center. |
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
January 1, 2006
Marshall Lager |
MarketScope: Manufacturing: CRM's Next Makeover To the outsider, manufacturing seems like an impersonal business. But the industry stands to benefit heavily from advances in CRM technology and techniques, and analytics will be the mark of success. |
CRM
October 2013
Barton Goldenberg |
Software Advances Are Propelling CRM to New Heights Seven trends businesses cannot afford to 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
October 2015
Leonard Klie |
The Age of Speech Analytics Is Close at Hand The Johnny-come-lately in contact centers is poised to become Johnny-on-the-spot |
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
January 2013
Woody Driggs |
Add Customer Satisfaction Through Analytics Companies need to improve customer value to boost profitable growth, gain insights into customers' profitability and lifetime value, and monitor customer behavior across multiple channels and social media |
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 |
CRM
April 2015
Barton Goldenberg |
Social CRM in Action Businesses discover the value of social communities. |
CRM
July 18, 2012 |
Conversocial Analytics Platform to Focus on Customer Service Metrics New social media tool brings true customer service key performance indicators to Facebook and Twitter. |
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
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
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
March 2015 |
The 2015 CRM Service Awards Read about the industry leaders, rising stars, and companies that have successfully implemented service customer service solutions. |
CRM
April 20, 2012
Leonard Klie |
HP Helps Organizations Enhance Customer Engagement via Social Networks HP launches Social Enterprise Services to help organizations implement a social CRM program. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
CRM
November 2014
Donna Fluss |
Speech Analytics Is Starting to Make a Difference With skilled analysts behind them, these solutions can enhance the customer journey. |
CRM
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
Bank Systems & Technology
April 12, 2010
Penny Crosman |
SAS Launches Social Media Analytics Analysis of positive and negative Twitter, Facebook sentiment about a bank can be integrated with CRM and other internal software. |
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
May 2, 2005
Phillip Britt |
Making Use of Analytics Analysis is an increasingly important part of CRM, yet it's misunderstood by many executives. Here are tips on how to use business intelligence. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
April 23, 2015 |
Where2GetIt Expands Brandify's Local-Social Capabilities New location-based marketing platform promises to elevate brands' social engagement. |
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
March 2007
Colin Beasty |
The Enlightened Enterprise As big businesses enter phase 2 (and for some, phase 3) of their varying CRM initiatives, these tips will refine the advance. |
CRM
September 22, 2014
Maria Minsker |
Verint Engagement Analytics Offers 'Unprecedented' Cross-Channel Analytics The joint Verint-Kana cloud-based solution enhances customer engagement insight. |
CRM
December 2015
David Myron |
Social Customer Service Is Here Firms must be smart about the ways they collect and maintain customer data. |
CRM
July 2015
Barton Goldenberg |
From the CRM Trenches: A 30-Year Perspective Technology has changed everything but this: People are still the name of the game |
