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Crm News & Analysis

Customer Service Provider KANA Integrates Email Solution with Analytics Platform

With all the talk of social media and other new approaches for customer service, it’s easy to overlook the importance of that old-time communication medium, email. This week, KANA Software released a new version of its email response management solution, which is now integrated with its KANA Experience Analytics customer support platform. 

Customer Service Provider KANA Integrates Email Solution with A

Gartner's Magic Quadrant for Lead Management: Marketo, Oracle(Eloqua) Dominate

shutterstock_107177438v2.jpg To see CRM as a market made up of one single type of technology would be a mistake. There are many different technologies in the CRM mix and the technology that is really driving growth, according to Gartner, is lead management.

Four Steps for Making Social a More Useful Part of Your CRM

The pundits in the CRM world love to point out that, at some point, the term “Social CRM” will go away and we'll just describe those social media-enabled capabilities and operations as “CRM” with no prefix. 

Cloud Growth in Germany, Europe to be Driven by Collaboration and CRM

We’ve been talking about the cloud for years now, and providers have done plenty to hype it too. But most customers have been very wary about it, especially in Europe.

Microsoft, IBM, Oracle Lead Software Market Dominated By Big Data, Analytics, Cloud

In a subtle shift from the days in which content was king, the International Data Corporation semiannual Software Tracker published this week reaffirms what we are now seeing on a daily basis -- that data is king. In this scenario though, data access and analytics software is the king-maker and this report makes that clear.

Marketing Automation: The Basics

Digital marketing is a complex machine. There are a variety of tools from engagement platforms to analytics that are designed to improve the customer experience and better a company’s revenue results. But how these tools are used can vary. One of the most significant processes (and tools) within digital marketing is marketing automation.

Customer Communities In Depth: An Expert Roundtable

There are many kinds of customer communities, from fans on Facebook, to private communities that congregate on company forums. But what makes people join up? What keeps them coming back? How can you start getting your customer community engaged?

Indicee Analytics for Sales Tells You How Salesforce Chatter is Affecting Your Sales Performance

Cloud business intelligence platform Indicee has launched a new analytics, Indicee Analytics for Sales and Chatter for Salesforce’s AppExchange.

Salesforce.com Takes Lead Over SAP in CRM Market Where SaaS, Apps Dominate

Gartner has just produced some new figures that appear to confirm that customer relationship management (CRM) will have a significant mobile presence by next year.

SugarCRM Updates iOS Mobile App, Previews Android Version

This week, customer relationship company, SugarCRM has released a new mobile app for all Apple iOS devices, and is previewing the mobile app for the Android platform. 

Aspect Survey: Customers Have Control, But Are Unhappy with Customer Service

Four out of every ten customers would rather experience a trip to their Department of Motor Vehicles than contact customer care. With all due respect to your local DMV, that’s a sobering reflection of the state of customer service, but only one of many in a new survey sponsored by Aspect Software, a customer interaction management vendor. 

SugarCRM Gets BPM, Workflow Suite With Open Source ProcessMaker #sugarcon

This year’s SugarCRM annual gathering starts today and like every year there are vendors lining up to announce the good things they are doing with SugarCRM either now, or in the coming year. First off the market this year is Colosa, which has just announced the release of ProcessMaker SugarCRM Edition.

Temkin Group Reports on Rising Importance of B2B Customer Experience

B2B companies looking to create and sustain superior customer experience need to master four competencies -- purposeful leadership, compelling brand values, employee engagement and customer connectedness. A new insight report from Temkin Group, “Best Practices in B2B Customer Experience,” reviews these competencies as well as the rising importance of customer experience in the B2B marketplace.

SugarCRM Tightens NextPrinciples Partnership to Bring More Social Insights to CRM

Leading up to its annual SugarCon event this month, SugarCRM has announced an expanded partnership with NextPrinciples, a social analytics company.

Customer Communities: Build it and They Will Come? Or Move to Their House?

Customer communities are now an active part of your marketing funnel -- how you nurture them is a choice you must make. 

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