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Nicor manages customer experience from the inside out
Nicor National believes that managing the customer experience starts with improving the customer service representatives’ environment.
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Magic Quadrant reveals fragmented social CRM market
Gartner recommends companies focus on business priorities and true engagement to make social CRM projects a success.
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Call center video best practices FAQ
Companies need to consider several issues before deploying video strategies in their call centers. Get expert advice on what to do -- and what to avoid.
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Outsourcing analytics has pros, cons for customers
Nearly buried in customer data, many companies are hard-pressed to get a good fix on their social analytics. Some companies find that they need to give the job to someone else.
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8 contact center best practices
Access eight tips for improving the customer experience from contact center experts Rebecca Wettemann, Donna Fluss, Kate Leggett and Michael Krigsman.
Ask the expert
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Set strategy to target social media influencers
Forrester's Zach Hofer-Shall outlines how to set a startegy to help identify social media influencers.
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News
Enterprise Feedback Management – Special Report
There are more ways to survey and listen to customers than ever but organizations must approach it carefully. This special report offers real world examples, pitfalls and best practices for EFM.
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CRM Software Demos
CRM software demonstration screencasts
Get a sneak peek at 10 CRM software user interfaces with these software demos. We recorded real-life samples of user interfaces to show how these systems perform basic tasks.
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Get executive buy-in for social marketing with evidence, not promises
Eric Schwartzman, a social media consultant, has an interesting way of explaining the difference between traditional marketing and social marketing. He likens traditional marketing to a cash transaction. It involves two parties and once the deal is done, well, it’s done. Social marketing, on the oth...
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SearchCRM Videos
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EXPERT TIPS
Three steps to maximize CRM functionality for small businesses
Find out why many smaller organizations don't make the most of their CRM investment, and learn about the challenges they face in utilizing CRM and how they can overcome those challenges.
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TOP CONTENT
Sales can’t thrive on CRM tools alone
Sales teams need dynamic processes as much as CRM tools to boost win rates. A recent survey from CSO Insights offers intriguing benchmarking data.