Top Leaders in CRM: The 2019 CRM Influential Leader Awards

Join us in recognizing their achievements

Mindmatrix Brings Critical Add-Ons Into Focus: The CRM Rising Stars Awards 2018

Enhancing its sales and channel enablement platform

The 4 Key Customer Service Omnichannel Considerations

Contact centers have deployed new technologies in silos; integration is difficult but not impossible.

Gamification Comes to the Contact Center

Game techniques keep agents happy, engaged, and better equipped to handle interactions.

CRM and Knowledge Management: Balancing Information and Insight

Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous.

Healthcare Gears Up for Coming Mandates

This article was previously published in Speech Technology (Summer 2013). Click here to read the full article.

Sign, Seal, and Deliver with E-Signatures

New technology enables companies to close deals faster and satisfy compliance issues—all while cutting costs.

Case Management Takes a Dynamic Turn

Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.

Oracle Recognizes the Need for Change

Mark Hurd is no stranger to big success. In his five years as president and CEO of HP, he was credited with righting the company's financially struggling ship. Now, starting his third year as president of Oracle, he is steering yet another big ship on a completely new course.

Cracking the Code on Cyber Crimes

Despite efforts to proactively protect customer data, computer intrusions and online fraud are on the rise.

Solve the Master Data Management Equation

Offering personalized and rewarding service requires up-to-date and accurate data shared across the enterprise.

Marketing to Communities

Why old-school advertising delivers the wrong message

The 2011 CRM Market Leaders

eSurvivor: Commerce Challenge

Fierce battle centers on retail players and favors those who adapt best to new market dynamics

The Shifting e-Commerce Marketplace

Companies seeking suppliers have plenty from which to choose, but the market is turbulent

Mobile Commerce: The New Retail Therapy

Shopping trend empowers consumers and challenges business strategies

Web Analytics: What’s Worth Paying For?

While some solutions are free, marketers sacrifice time and rich analysis

Proactive: Take the Initiative

Proactive CRM enables organizations to cut costs, minimize risk, protect their brand, and improve customer experiences.

How Can I Help You?

Proactive businesses that utilize chat technology to engage Web visitors are seeing higher conversion rates. So why aren't you?

Anybody's Bot

Virtual agents, deemed the new "concierge" of the Internet, help customers navigate through ever-increasing Web site complexities.