Voices of CRM:

June, 2010

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June 30, 2010  4:14 PM

Gartner-1to1 Media CRM award winners share their secrets

Barney Beal Barney Beal Profile: Barney Beal

Gartner and 1to1Media got together again to bestow their annual CRM award winners at the Customer 360 Conference here...

June 10, 2010  12:59 PM

CRM’s legacy of failure lives on

Barney Beal Barney Beal Profile: Barney Beal

Back when I first started covering the CRM market the constant discussion of CRM failures had mostly passed. Sure, it was still an issue. Everyone remembered the AT&T Wireless-Siebel...

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June 8, 2010  1:31 PM

CommVault’s Robert Brower on distributed support

Barney Beal Barney Beal Profile: Barney Beal

CommVault, a New Jersey-based customer data management firm, recently conducted a benchmark survey of its contact center support services and achieved a 97% customer satisfaction rating, far above the rates similar sized organizations score, according to the Help Desk Institute...


June 4, 2010  7:28 PM

Reflections on the Text Analytics Summit

Barney Beal Barney Beal Profile: Barney Beal

I spent an afternoon at the Text Analytics Summit in Boston recently. While the technology remains a small market with some niche applications, each year it seems there are more and more use cases. The most compelling (for us here at SearchCRM.com anyway) come from using text analytics to fuel...


June 2, 2010  8:13 PM

What if Schumer’s call center outsourcing tax becomes law?

Barney Beal Barney Beal Profile: Barney Beal

Sen. Charles Schumer (D-NY) has offered up some legislation intended to limit call center jobs that are outsourced overseas. Under the proposed legislation, businesses would have to disclose when and where...


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