Social CRM, Office 365 Coming to Microsoft Dynamics CRM
The substance of Microsoft’s (NASDAQ: MSFT) next version of Dynamics CRM is still somewhat vague, but this much…
Call Centers
Vision Critical Unveils Customer Experience Management Platform
Technology and research firm Vision Critical has unveiled its Customer Experience Management (CEM) platform, designed to automate the…
Salesforce.com Winning Enterprise Software Deals: Analysts
Salesforce.com (NYSE: CRM) is “winning the hearts, minds (and wallets) of enterprise software buyers,” and not just in…
Salesforce Acquires Assistly for Customer Service
Salesforce.com (NYSE: CRM) announced late today that it has acquired Assistly, a cloud-based customer service help desk, in…
Six Helpful Customer Support Software Solutions
Today, businesses looking for a software solution to help them track, manage and rapidly respond to customer queries…
Salesforce Gets Social and Mobile
At its Dreamforce conference in San Francisco today, Salesforce.com (NYSE: CRM) unveiled a number new products and features,…
Few Companies Have Social CRM Strategy: Gartner
Few companies have a social CRM strategy or established metrics to measure its effect on hard business results.…
Oracle Boosts CRM Portfolio with InQuira Acquisition
Oracle (NASDAQ: ORCL) is set to boost its customer relationship management (CRM) and cross-channel customer support offerings with…
A Dozen Simple Ways to Improve Customer Relations
Research shows that it is less expensive and more profitable for businesses to retain existing customers than to…
Avaya Integrates Social Media with Sales and Customer Support
Avaya has announced Avaya Social Media Manager to inject social media in customer service agents’ desktops. Avaya’s Social…
Midmarket CRM Buying Guide
Our Enterprise CRM Buyer’s Guide covered Oracle, SAP, Salesforce.com, SAP, Microsoft, RightNow, Pegasystems and Sword Ciboodle. While many…
Seven Ways to Reward Your Customers and Improve Your CRM
When it comes to customer relationship management (CRM), it truly is better to give than to receive. As…
Review: Nimble Social CRM and Contact Management
Social CRM is one of those new words that some label a buzzword while others look to find…
Social Media Can Reshape Customer Engagement Strategies: SAS
A report from the Economist Intelligence Unit sponsored by business analytics leader SAS identifies a clear need for…
Salesforce.com Unveils ‘Social Enterprise’ Vision Based on Radian6
Salesforce.com (NYSE: CRM) today unveiled its vision for “social enterprises,” and recently acquired Radian6 is at the heart…
AuraPortal Adds BPM to Marketing, CRM
Enhancing functionality of its business process management (BPM) suite, AuraPortal has announced a new Marketing Campaigns (MC) module…
Cisco Sees Strong Growth in Social Media Call Center Software
Cisco Systems (NASDAQ: CSCO) is reporting strong growth in its social media call center solutions just a few…
CNP Builds Social Customer Service Portal with Joomla
CNP Integrations has introduced a new customer service portal built with Joomla! CMS. CNPsupport.com supplements the Joomla! CMS…
Social Business Intelligence – What Is It, and Do You Need It?
Social business intelligence is a convergence of several trends: It’s business intelligence plus knowledge management, plus social networking…
Gartner: Social CRM for Customer Service Will Increase
According to Gartner, social CRM for customer service has the potential to bring new and dynamic methods for…
Salesforce.com Launches Service Cloud 3 With Social Integration
Salesforce (NYSE: CRM) has launched Service Cloud 3 which integrates several social-oriented elements in order to help companies…
Salesforce.com Adds Facebook to Call Centers
Salesforce.com (NYSE: CRM) has added support for Facebook to its Service Cloud call center and customer service application.…
PrairieFyre Software Releases Contact Center for Microsoft Lync
PrairieFyre Software has released PrairieFyre Contact Center for Microsoft Lync. As noted in this news release on the…
Ten Things You Can Learn from Your CRM System
Customer relationship management (CRM) vendors often claim that their software can do practically anything, from revealing which leads…
Tips for Using Social Media to Improve Customer Service
So there are fewer frustrated customers it is important for a business to get the entire service mix…
KnoahSoft Speech Analyzer Boosts Call Center Agent Performance
KnoahSoft says that that all editions of its Harmony suite can now be enhanced with a robust speech…
Free Speech Analytics Call Center Software
The Speech BI (Business Intelligence) and Speech BI Plus On-demand Speech Analytics Managed Service programs from Customer Relationship…
CRM Invaluable Contact Center Tool
The emergence of cloud has opened up the gates for 3rd party providers to integrate with CRMs for…
Speech Analytics and Business Intelligence Software
Customer Relationship Metrics has announced that it has added a free Speech Analytics Software component, for qualified candidates,…
Ten Ways Social Media is Changing Sales and CRM
More and more businesses of all sizes are using social media sites, such as Facebook and Twitter and…
NetSuite Offers Customer Service Cloud Options
NetSuite CRM+ is a customer relationship management tool that provides users with more than just standard customer service…
HyperQuality Announces Updated Contact Center Software
HyperQuality has recently announced the release of ClearMetrix 2.0, the company’s enhanced version of its contact center quality…
Salesforce.com Service Cloud 2 Integrates Social Media
Salesforce.com’s (NYSE: CRM) Service Cloud 2 integrates social media and telephony, allowing contact centers to track key terms…
Zendesk Adds Twitter Streams to Help Desk Software
Web-based customer support software provider, Zendesk, has announced a new Twitter feature for its help desk software. As…
Kenya’s Bid For Call Center Capital
Kenya is taking on India in bid to be considered the call center capital. As reported in this…
Call Center Management and Metrics
Performance metrics can be used to manage the call center, drive sales, improve efficiencies and increase overall customer…
Zoho Lets Users Create Cloud Support Portals
Zoho is rapidly building a fully-rounded offering for enterprises. As reported on CMS Wire, its newest addition, Zoho…
Cisco Mines Customer Relations with Social CRM and Analytics
Cisco (NASDAQ: CSCO) today added social media and analytics capabilities to its contact center software (see Cisco Adds…
Pegasystems Collections Solution Leverages BPM, CRM
Pegasystems Inc. (PEGA), a business process management (BPM) and provider of customer relationship management (CRM) solutions, has recently…
The 10 Most Important CRM Reports
Businesses use customer relationship management (CRM) systems to get a better understanding of who their customers are, what…
Using Business Intelligence Improves Contact Center Performance
New research, conducted by Aberdeen Group and underwritten by CallCopy, reveals opportunities for improving contact center performance by…
Use Social CRM to Support Your Customer Strategy
According to DMC Software social CRM is transforming the way businesses engage with their stakeholders and companies should…
Little Things Reward Customer Relationships
To foster long-term loyalty, this CRM Buyer article suggests that a company needs to realize that giving up…
How to Improve Customer Experience on a Tight Budget
Customer experience improvements can be achieved through tactical low-cost initiatives. According to this guide on My Customer, there…
Salesforce.com Builds Out Service Cloud with Activa Live
It has been expected that Salesforce.com (CRM) would make another purchase in the service automation market. According to…
Noble Systems Offers Mobile Contact Center Tools
Noble Systems Corporation, has recently announced the availability of mobile-friendly contact center management applications for the Apple iPad…
Cisco Adds Social Media to Call Centers
Cisco Systems (NASDAQ: CSCO) is adding support for social media to its customer call center product portfolio. With…
Cincom Enhances Call Center Customer Experience
Cincom Systems, an IBM Premier Business Partner has recently announced a collaboration with IBM Business Analytics and Optimization…
Will FTC Online Tracking Restrictions Hurt CRM?
The Federal Trade Commission (FTC) wants Internet users to be able to opt out of behavioral tracking across…
Social CRM Software Part of Customer Service Picture
While customers still value traditional customer service, this IT Business Edge report suggests that Social CRM software is…