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Crm News & Analysis

Totango Updates Customer Engagement Platform, Enables Customer Journey Tracking

Customer Engagement Solution, Totango has announced updates to its platform designed to improve the digital marketing experience.

Insightly Releases Customer Relationship Management App for iOS Devices

Insightly, a developer of CRM applications specifically aimed at small businesses, is making its free Insightly mobile CRM app available for iOS devices.

Interview: Adam Mertz of Jive on Outcome Focused Social CRM

If you are considering implementing a Social CRM strategy, you should take some time to read what Adam Mertz, Director of Product Marketing at Jive Software, has to say about starting points, what successful Social CRMs include and what factors shape a competitive edge.

Web CMS Trends in 2013: Multi-Touch, Cloud, Social CRM

As another year closes and a new year rises, it is time to make my annual predictions for the web content management industry in 2013. This year, rather than focusing on specific predictions, it is more useful to look at the trends that will impact the industry. 2013 will be a year where the trend-line dictates the future.

Infor Acquires Orbis Global Adding Marketing Resource Management to its Enterprise CRM

Enterprise application provider Infor is purchasing SaaS-based marketing resource management (MRM) technology specialist Orbis Global. Infor intends to place Orbis Global in its Infor Epiphany enterprise CRM suite.

Tweet Jam Recap: Socializing Customer Relationship Management #CXMChat

What comes first -- social activity or customer relationships? Can you have one without the other? This month's Tweet Jam participants dissected the issues related to Social CRMs, the strategies that drive them and the very essence that makes companies successfully social. In our last Tweet Jam of 2012, this was probably our most comprehensive -- leaving us all with much to ponder as we prepare for the new year.

Bad, Very Bad, Awful Ideas - The Canned Social Media Response

Have you ever had a moment when you heard something so doomed to fail, so absolutely guaranteed to result in catastrophe, that it made you feel for a split second like you were falling?

Customer Experience Frustration Points and Their Consequences

Accommodating today’s always-connected, app-enabled customers who interact with brands through multiple devices requires turning many of our thoughts about customer service inside-out.

Online Marketing Helps SMBs Weather Tough Economy

Small-to-midsized businesses (SMBs) have come a long way from the neighborhood “mom and pop” outfits of the 1950s, according to a new research study from Forrester Research

Customer Value: It's About a Bigger Pie

By focusing all their customer relations on getting that final transaction, companies are thinking too small.

8 Ways Businesses Can Use Facebook and Customer Relationship Management

CRM + Social = Power. Social media is the latest and greatest tool for customer relationship management, learn how to use it to your advantage.

Get Satisfaction Adds Marketing, Feedback Features to Free Customer Engagement Platform

Online communities, how do they work? Seventy thousand of them live on the free Get Satisfaction platform, a system of message boards, customer support and marketing features. That free platform now has a few added features that were previously only available from the paid versions.

SAP Launches Customer Experience Revolution #SAPTechEd

SAP is a big company that likes to take big steps. The SAP 360 Customer solution introduced at this week’s SAPPHIRE NOW/TechEd conference in Munich, which SAP says will “revolutionize” how companies engage with customers, certainly qualifies as a big step.

Social CRM Is Not A Strategy - But You Do Need A Strategy To Succeed

Did your airline make you wait hours on end on the tarmac? Did your favorite online shoe merchant send you the wrong sandals for your trip to Bermuda? Poor customer experiences can quickly damage the reputation of your brand. And let there be no doubt about it -- social computing has changed the game for managers in customer-facing roles such as customer service.

Maintain Loyal Customers by Improving End-User Engagement

Following up on yesterday's look at customer experience from the internal perspective -- employee engagement, today we look at the second half of the equation, providing better experiences for end-users and customers.

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