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Crm News & Analysis

Connect Business Apps with CloudWork, Featuring Tarpipe App Integration Technology

Small and medium sized businesses have a shiny new toy to help connect their productivity apps.

Keeping Your Marketing Customer-Centric #rdm12

As the world moves from a product-centric economy to a customer-centric economy, marketers must move in tandem to ensure the customer experience is always at the heart of their efforts. Tim Gilbert, Chief Marketing Officer of Campus Management, a provider of enterprise software for the higher education industry, addressed this issue during a session at today’s Revenue-Driven Marketing Summit
held by Aberdeen Group in Boston, MA.

Citrix Introduces GoToAssist, Cloud-Based Service Desk

Citrix is offering support for what it identifies as the new workshifting business environment with the release of GoToAssist Service Desk. The company is introducing the cloud-based support tool at its Citrix Synergy 2012 conference in Barcelona, Spain.

Eloqua Launches Customized Marketing Automation Solution For Asset Management Market

Now that Eloqua has become a publicly traded company, it has taken a logical next step by offering a new automated marketing tool focused on financial investors.

Optimizing Organizational Effectiveness Through Social Business

Many organizations today are seeking opportunities to be more responsive and effective. Typical goals are to improve sales efficiency, accelerate innovation and increase responsiveness to customers. As companies have leveraged the benefits of external communication using social networking, leading organizations have recognized the potential for similar impact through full transformation into a social business.

Forrester Wave e-Commerce: Vendors Forced To Adapt To Social, Mobile, Agile e-Commerce

While we have seen before that customer experience management technologies are becoming increasingly sought after, running parallel to their development is the development of e-commerce suites that are increasingly sophisticated, that provide multi-touchpoint solutions and that are becoming increasingly agile, according to new Forrester research.

Lithium Debuts Lithium Social Web, Social CRM Product Created with Social Dynamx Buy

Lithium has bought up social CRM provider Social Dynamx and turned it into Lithium Social Web, a social customer care service capable of responding to the deluge of social commentary now found in the mobile, connected world.

Increasing Complexity Requires Increasing Agility

The need to be agile and the need to collaborate in a cross-disciplinary fashion will be crucial to your future career.

KANA's Lagan Express Customer Service Platform Aimed at Public Sector Organizations

To help mid-sized public sector organizations respond to their constituents, hosted customer service provider KANA Software is introducing Lagan Express.

Gartner Magic Quadrant: Enterprise Social CRM Vendors to Target Niche Players in Acquisition Frenzy

Recently, we took a first look at Gartner’s Magic Quadrant for Social CRM, and in particular those vendors who made it into the Leaders quadrant. We also noted that by far the most populated quadrant was the Niche player’s quadrant, making it unique among Gartner’s MQs. Today we will look at who those Niche players are, what they are selling to qualify as Niche players, and what is likely to happen to them.

Facebook Passes the Billion User Mark, But Where Will Revenue Growth Come From?

 facebook-logosmall.JPGUser growth will come from new territories as the social media giant continues to eat up users' time and Likes, with almost half of all North Americans using the Facebook service to keep in touch online. But where will it see new revenue growth?

Gartner Magic Quadrant: Acquisition Activity Booms In Social CRM Space, Jive, Lithium, Salesforce Dominate

Gartner has just been published its latest edition of "Magic Quadrant for Social CRM" -- and with it, the challenges facing vendors in this space have finally been articulated. Not least of those problems is the need for vendors to demonstrate the economics of deploying these Social CRM systems in multiple customer relationship management use cases, including marketing, sales and customer service.

Eloqua: Social CRM Takes Customer Relationships to New Level

Although analysts peg the value of the CRM industry at between US $12 billion and US$ 18 billion annually, CRM has yet to deliver its full potential of transforming the customer experience. But Social CRM, or the incorporation of external social networks and online communities with more traditional CRM channels such as email and text, may hold the key to unlocking CRM’s transformative potential.

MindTouch Offers Its Salesforce CRM Connector on AppExchange

MindTouch Offers Its Salesforce CRM Connector on AppExchange The San Diego-based MindTouch, provider of a social help system and knowledgebase, has announced a partnership with Salesforce that offers a connector for its enterprise-level product to Salesforce CRM and Salesforce Service Cloud.

CRM: Customer Acquisition is Nice, but Retention is Key to ROI

Why do you buy customer relationship management (CRM) software? In most cases it’s because you have an issue in the sales department that’s screaming for attention. Forecasting may be going awry, lead data may be loose and impossible to locate, or your sales team is no longer able to discover best practices in selling.

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