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CRM Conference to Showcase the Retail Experience May 14, 2012 
CRM Conference is being held May 29 to 31 at the Chicago Hyatt Regency. This annual event offers a unique agenda for retailers, said Devon Wylie, CEO of CRMC. "It's specifically focused on case studies from topnotch multinational retailers. With this approach, attendees can get actionable learnings they can take home with them."
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Kicking Off CRM Idol - Season 2 May 01, 2012 
Small CRM players have a chance to get their names out in the market if they win top spot at the second annual CRM Idol competition, which kicked off Monday. Hopefuls have until 6 p.m. Pacific time on May 25 to file their submissions. Contestants will be assigned a mentor to help them prepare the briefing or demo.
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Social Dynamx Turns CSRs Into Rock Stars April 30, 2012 
Social Dynamx has just launched a new enterprise-class social customer care platform that will allow customer support and community management teams to identify, prioritize and handle millions of one-on-one customer social media conversations daily. As a subscription-based platform, it is designed to quickly identify relevant conversations and intelligently route them to the appropriate customer service agents.
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New Avaya Service Allows Selective Outsourcing of Communications Ops March 16, 2012 
Avaya is formalizing an outsourcing service it has been offering select clients for the past year. The service, Avaya Communications Outsourcing Solutions, manages all of a company's communications operations, regardless of age, location or vendor. It is part of the company's portfolio of Managed Services. "This is a custom managed service targeted at companies in the enterprise space as opposed to the mid- sized space," said Avaya's Ed Nalbandian.
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CallCopy Scores With Columbus Blue Jackets March 09, 2012 
The Columbus Blue Jackets are a team in the National Hockey League, which means their revenue stream thrives -- or dies -- on how well they can sell tickets. The team has an extensive and sophisticated sales operation that fields nearly 300 calls per day. However, the team wanted tech support for its operations -- specifically a new call-recording technology that was flexible and customizable enough to back up its own sales methodology and ongoing training requirement.
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Think Bigger February 22, 2012 
I spent the best part of last week cruising up and down Silicon Valley, checking in with customers and would-be clients. The consensus from this non-scientific survey is that business is better than OK, and most people are expecting this year to be the best in a while. Of course, there is a cloud -- literal and figuratively -- to go with that silver lining.
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CRM Players' Accolades and Upgrades February 06, 2012 
TeleTech has been placed in the "Leaders" quadrant of Gartner's Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011, and Yesmail has announced the release of its "Look Book" in celebration of its recent awards for mobile-scalable email design. Meanwhile, West Interactive and VBrick Systems have released major upgrades.
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3 Painfully Common Misuses of CRM February 02, 2012 
Every tool has a purpose. That's never more clear than when you see a neophyte do-it-yourselfer trying to use a tool for a purpose other than what it was designed for. For instance, anyone wielding a hammer while trying to fix a car's engine is probably not going to succeed.
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Open Source: Not Just for Tech Anymore January 10, 2012 
Amid the many predictions for 2012 regarding Linux and open source software, including my own forecast of Linux domination, there is a larger, wider embrace of open source software taking place not only in the technology and other industries, not only in North America, Europe, Australia, Asia and South America -- but all over the globe in new corners and facets of our society.
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The Role of CRM in Logistics Companies' IT Strategies, Part 3 December 19, 2011 
The logistics industry is facing challenges in adopting a sustainable and profitable CRM strategy, and there is inertia when it comes to replacing or augmenting disparate CRM solutions adopted by different business units, like retail, as well as various channels, like phone, Web, email, etc.
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The Role of CRM in Logistics Companies' IT Strategies, Part 2 December 12, 2011 
The mainframe application forms the core of the system where the bulk of the order processing takes place. The traditional mainframe UI in, say, SCOBOL (Screen COBOL) is being augmented/replaced through the front-ending applications built in VB, ASP, .Net, etc. The front-end screens fetch the customer account and order data from the mainframe database through custom connectors built in Java J2EE.
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Results Software Strengthens Bonds With SMB Apps November 18, 2011 
Results Software has rolled out the latest iteration of its longstanding CRM business suite product. In this version, it builds on its recent three-way integration with QuickBooks, Outlook and SmartVault. That integration with three applications widely used by small- and medium-sized companies is what President and Founder Naseem Saab says is the application's secret sauce.
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LeadLife Gives Marketing Automation Web 2.0 Chops November 07, 2011 
LeadLife Solutions has released a second-generation marketing automation product that combines a Web 2.0 user interface with a visual campaign builder designed to make marketing automation easier for companies. The new solution provides an easy-to-use alternative to complex marketing automation offerings, the company said.
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Predictive Analytics Digs Deeper Into CRM October 24, 2011 
Predixion Software has introduced Predixion Insight 2.0, the latest version of its collaborative predictive analytics solution. The new release includes enterprise collaboration features, interactive visualizations and automated workflow capabilities, as well as an on-premises version of its predictive analytics solution.
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SMBs and the Cloud: Size Does Not Matter October 17, 2011 
As customers become more digital, social and mobile, SMBs have significant opportunity to improve customer satisfaction and loyalty through a differentiated customer experience, just like their enterprise competitors. However, those who are unwilling to invest in solutions that embrace the needs of today's marketplace will most certainly be left behind.
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CRM's Place in IT Spending Plans October 10, 2011 
Half of U.S. companies plan to invest more on IT resources in 2012 than in 2011. In fact, 10 percent of the companies recently surveyed were planning an increase of 10 percent or greater; only one out of 10 planned to decrease spending next year. "Our survey shows that companies view technology investments as a means to drive efficiencies and make existing employees more productive," said Nucleus Research VP Rebecca Wettemann.
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Workforce Management Gets Intelligence Boost September 26, 2011 
Customer interaction analytics specialist Nexidia has announced a new integration partnership with Teleopti, a provider of strategic workforce management solutions. The aim of the partnership is to enhance agent performance management by linking Nexidia's performance measuring applications with Teleopti's skills-based contact center agent forecasting and scheduling.
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Reading Between the Lines at Sage Summit July 14, 2011 
Something interesting is happening at Sage, but it looks like the company isn't ready to tell its whole story. That's a challenge if you happen to be hosting a combined partner and user group meeting, which Sage did this week in Washington, D.C. The company's annual get-together had its share of announcements and keynotes, and the new CEO, Pascal Houillon, did a good job of introducing himself to the assembled masses.
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