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CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Web Support The past year has been a busy one for vendors in the Web support market.   |
CRM
March 2015
Maria Minsker |
The 2015 CRM Service Leaders: Contact Center Search Of the billions of customer service calls that remain unresolved every year, many are the result of companies choosing the wrong contact center search solutions for their needs, analysts agree. |
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
March 2010
Lauren McKay |
The 2010 CRM Service Awards: Service Leaders - Enterprise Feedback Management For the second year in a row, Allegiance has nabbed the EFM crown. |
CRM
August 2015 |
The 2015 CRM Market Leaders Our winners have what it takes to achieve success in all areas of CRM, whether it's building a powerful solution, pleasing customers, or charting a smart course. |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Interaction Management RightNow Technologies rebranded its customer service suite as RightNow CX, with the intent to merge the Web, social media, and the contact center. |
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 2015
Oren Smilansky |
The 2015 CRM Service Leaders: Workforce Optimization Growth for contact center workforce optimization carried on throughout 2014, though to a lesser extent than it had the previous year. |
CRM
March 2015 |
The 2015 CRM Service Awards: Service Leaders We honor the innovative companies behind the developments in cloud offerings, chat software, search capabilities, mobile solutions, and other technologies that have had a significant impact. |
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
March 2010
Jessica Sebor |
The 2010 CRM Service Awards: Service Leaders - Contact Center Search RightNow Technologies continues to deliver consistent value to customers, and continues to focus not just on developing software but on thought leadership to help its customers get more value from their software investments. |
CRM
September 1, 2009 |
The 2009 Market Leaders - Open-Source CRM Here are the top five rated companies in the open source CRM category. |
CRM
October 2005
Bailor et al. |
The 2005 CRM Market Leaders, Part 2 The CRM industry's impact -- especially in the small and medium business markets -- is growing more pervasive across industries and within organizations. Here's how these CRM leaders are driving the market and how they stack up against the competition. |
CRM
March 2013 |
CRM Service Awards: Service Leaders Award winners are announced for customer contact, customer case management, interactive voice support, web support and other types of technology management solutions. |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Interactive Voice Response Genesys is doing some of the most leading-edge stuff in terms of that dream of marrying IVR with the computer-telephony integration workflow. |
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
August 2011 |
The 2011 CRM Market Leaders Spending on CRM software is expected to see the largest increase of all the application software markets worldwide. Here's a look at the market leaders. |
CRM
August 2010 |
Market Leaders: Marketing Solutions Unica regains its crown just a year after losing it. |
CRM
September 1, 2009 |
The 2009 Market Leaders - Small-Business Suite CRM Here are the top five rated companies in the small business suite CRM category. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
March 2010
Christopher Musico |
The 2010 CRM Service Awards: Service Leaders - Workforce Optimization Suite Verint Systems powered through the recession with the type of confidence that resonates with and creates trust among buyers. It has a state-of-the-art product, strong partnerships, clear vision for the future, strong management, and innovative research and development. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 2 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
CRM
October 2005
Bailor et al. |
The 2005 CRM Market Leaders, Part 1 The CRM industry's impact -- especially in the small and medium business markets -- is growing more pervasive across industries and within organizations. Here's how the CRM leaders are driving the market and how they stack up against the competition. |
CRM
September 1, 2009 |
The 2009 Market Leaders - Sales Force Automation Here are the top five rated companies in the sales force automation category. |
CRM
March 2010
David Myron |
Perseverance Pays Off in Service When the economy falters, one of the first areas to feel the squeeze is the contact center. This puts the onus on the CRM service vendor to make its offerings compelling enough to survive a prospect's cost-benefit analysis. |
CRM
August 2010 |
Market Leaders: Consultancies Deloitte sits atop the leaderboard for the third year in a row - but only by the slimmest of margins. |
CRM
August 2010 |
Market Leaders: Small-Business Suite CRM The clear winner here is Salesforce.com, with the biggest jump coming in customer satisfaction. |
CRM
December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. |
CRM
April 15, 2015 |
Medallia Partners with Leading Thinker Fred Reichheld and HuddleUp In forming an exclusive licensing partnership with HuddleUp, Medallia aims to strengthen team cooperation and improve bottom lines. |
CRM
October 2006 |
The 2006 Market Leaders, Part 2 The need for data quality continues to influence every CRM niche. Some of this year's positional shifts will surprise you, and so will some companies that didn't move as much as they might have hoped. Aprimo... SAS Institute... Oracle... etc. |
CRM
August 2010 |
Market Leaders: Midmarket Suite CRM A hefty score in company direction helped Salesforce.com repeat its win here, with much of the buzz from its Chatter and Service Cloud announcements. |
CRM
March 2015
Leonard Klie |
The 2015 CRM Service Leaders: Contact Center Outsourcing Information Services Group recently reported that 77 percent of contact center operations are still being performed in-house, but outsourcing of those services has been gaining momentum. |
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
January 2016
Leonard Klie |
IBM Merges Weather and Business Forecasts Big Blue's purchase of The Weather Company enhances its ability to provide business insights |
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
October 8, 2014
Maria Minsker |
IBM Debuts Watson-Powered Apps in the Cloud Developed by IBM's Ecosystem Partners, the apps represent a new era of computing. |
CRM
July 20, 2011
Leonard Klie |
Verint Will Acquire Vovici Verint Systems announced plans to acquire Vovici, a provider of enterprise feedback management solutions. |
CRM
April 2005
Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. |
CRM
August 2010
Joshua Weinberger |
Influential Leaders: The Insider Ray Wang, partner, Altimeter Group, understands the convoluted processes by which enterprises acquire technology. |
CRM
December 1, 2015
Jeff Coleman |
4 Ways to Make Your Customer Satisfaction Surveys Actionable To truly understand customer feedback, you need to ask an important question: Why? The only way to do that: follow up. |
CRM
March 2010 |
The 2010 CRM Service Awards: Service Leaders The best of the best in the CRM industry's support and service sector. |
CRM
January 10, 2014
Leonard Klie |
IBM Invests Over $1 Billion in Watson for Analytics and Big Data IBM's Watson supercomputer now has its own group within IBM and a budget of $1 billion to grow its technology and partner ecosystems. |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
CRM
August 2010
Joshua Weinberger |
Influential Leaders: The Statistician Michael Wu, principal scientist of analytics, Lithium Technologies, likes to think of relationships as a numbers game. |
Financial Planning
December 1, 2010
Stephanie Bogan |
Talking Back There is a strong argument that the very process of asking for feedback can help to build strong client relationships. |
CRM
May 12, 2015 |
Reevoo Partners with Feedback Ferret on Travel App Reevoo and Feedback Ferret partnership allow travel companies to capture and act on customer feedback. |
CRM
May 2015
Maria Minsker |
Required Reading: Disrupting Digital Business Requires Right- and Left-Brain Thinking Digital Darwinism is unkind to those who wait. |
CRM
September 1, 2005
Colin Beasty |
Surveys: A Dying Breed? Enterprise feedback management (EFM) solutions are replacing the old-school method of customer feedback. |
Entrepreneur
September 2008
Robert Kiyosaki |
Hear This It may be hard to swallow, but negative feedback can get you heading in the right direction. |
