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February 2, 2010 2:48 PM

John Ragsdale on building a business case for self-service technology

Posted by: Barney Beal

contact center software, online service, self-service technology

In many ways the business case for self-service...

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September 14, 2009 8:02 PM

Are customer communities really all that helpful?

Posted by: Barney Beal

Customer communities, Gartner, online service, social crm

I'm attending the Gartner CRM Summit here in Scottsdale, Ariz. this week and Michael Maoz opened up the show with a pretty compelling keynote laying out how the way businesses interact with their customers is evolving, how...

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August 20, 2009 2:50 PM

Natalie Petouhoff and five strategies for social media customer service

Posted by: Barney Beal

customer service, online service, social crm

While many...

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July 22, 2008 10:43 AM

Esteban Kolsky on email customer service

Posted by: Barney Beal

call center software, email service, online service

January 3, 2008 9:14 AM

Expert predictions for CRM in 2008

Posted by: Barney Beal

call center software, CRM strategy, CRM vendors, industry news, Mobile CRM, online service, software upgrades

Three industry observers share their predictions for the CRM market in the coming year.

Rob Bois, analyst with...

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November 30, 2006 3:20 PM

John Ragsdale on self-service

Posted by: Barney Beal

call center software, CRM strategy, evaluating CRM software, hosted call center, online service

John Ragsdale is the...

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June 28, 2006 2:55 PM

Richard Feinberg on call center technology and outsourcing

Posted by: Barney Beal

call center software, hosted call center, online service, speech technology

Our Voices of CRM podcast series continues with this conversation with Richard Feinberg, director of the Center for Customer Driven Quality at Purdue ...

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About This Blog

A CRM blog for marketing, sales and call center professionals with commentary on CRM news, industry trends and CRM software products from CRM vendors. Read about CRM topics like customer service and call center strategy, sales and marketing strategy and software, SaaS CRM and data integration.

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ACCE conference honors the best workers in the call center industry
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Railroad mainstay CSX cleans up data quality issues, launches new CRM
CSX had to get its data quality house in order before it could launch a new CRM system.

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CRM analytics reveals more about customers -- maybe too much
Despite privacy and security issues, CRM platforms for analytics allow organizations to use customer data efficiently and make smarter decisions.
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CRM and call center FAQs

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CRM analytics reveals more about customers -- maybe too much
Despite privacy and security issues, CRM platforms for analytics allow organizations to use customer data efficiently and make smarter decisions.
READ MORE

Are social CRM strategists falling for Tumblr?
Tumblr's role in the typical organization's social CRM strategy is still up for debate.

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FinancialForce.com will bring more bundled services to the Salesforce App Exchange through a partnership with Jobscience and AccountAbility.
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Gartner: Social media revenue soaring despite moderate user increase
IT analyst firm Gartner predicts social media companies will take in nearly $17 billion in revenue this year.
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IBM taps Varicent for its sales and performance management software
IBM continues its analytics buying spree with plans to acquire sales and performance management software company Varicent Software Inc.
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