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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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When Your Business Goofs, CRM Can Be Your Best Friend May 10, 2012 
There are three things certain in life. We all know the two cited by Benjamin Franklin, but there's a third certainty that we all face regularly and have to cope with constantly. That's the certainty that we'll make mistakes. Everyone makes them; if it hasn't happened to your business, you haven't been in business long.
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E-Commerce Companies Pleasing Customers More Than Ever May 09, 2012 
E-tailers are getting better and better at making their customers happy, according to the annual E-Retail Satisfaction Index released by ForeSee. In this year's report, a record 36 online retailers out of 100 achieved the so-called "threshold for excellence," with scores of 80 or higher on the 100-point scale. That compares with 28 sites achieving this distinction in 2010 and 2011, and six reaching it in 2009.
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Making Customers the Object of Devotion May 07, 2012 
The proliferation of customer service channels can be both a blessing and a curse. It can be a blessing in that companies now have more ways than ever to address customer needs and resolve customer issues, potentially leading to increased customer satisfaction, loyalty and retention. At the same time, the proliferation of customer service channels can be a curse.
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Reading Into IBM's Tealeaf Buy May 03, 2012 
IBM is building out its digital marketing functionality in its Smarter Commerce portfolio with the acquisition of Tealeaf Technology, a provider of customer experience analytics. Tealeaf software records and analyzes customer interactions on a company's website and any mobile channels it offers. It allows the company to catch any mistakes or glitches in the system that may be hindering the customer experience.
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3 CRM Traits Shared by Good People and Great Companies May 03, 2012 
I just wrote a note to a friend of mine thanking him for his participation at a conference I recently helped organize. It was a thank you note, and he's a CRM industry influencer; I won't divulge names, because it's not important to my point, nor do I want to seen like too much of a suck-up. In any event, I was grateful for his participation in the show -- not just for his session, but for his behavior at this and every other CRM event he goes to.
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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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Walmart Lets Customers Shop Online, Schlep to a Store to Pay April 27, 2012 
Walmart is targeting an interesting customer segment -- shoppers with access to the Internet but perhaps no credit card to use for purchases -- with its newly launched "Pay with Cash" initiative. It allows a customer to shop at the Walmart.com website and then pay for the order at a local Walmart store. Walmart will then ship the order to the customer.
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Harnessing Big Data Through Customer Intelligence April 24, 2012 
Driving revenue performance and applying data in order to influence/generate buying behavior throughout the customer life cycle is not new -- it's an ongoing goal. Real-time marketing, which relies on capturing data in real time, improves revenue performance and is the optimal way to drive 1:1 customer interaction throughout the customer life cycle.
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How Outside Experts Can Refine the Customer Experience April 17, 2012 
When it comes to technologies that provide the foundation for customer experience management, there is no shortage of options. The marketplace today is deluged with platforms, including self-service solutions that offer multimodal and open response survey vehicles for soliciting customer feedback across multiple channels, including in-store, email, website and call center.
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Sussing Out Your Customers' Relationship Styles April 12, 2012 
At last year's Dreamforce event, the word "koan" was used quite a bit, thanks to CEO Marc Benioff's Buddhist proclivities. The word means "a paradox that is to be meditated upon," typically used to train novice monks to abandon dependence on reason to achieve enlightenment.
Most of the applications of "koan" at Dreamforce didn't apply to paradoxes, nor is it wise to abandon reason when dealing with any CRM vendor in the hope of finding enlightenment.
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Flashback's Mac Malware Mess April 09, 2012 
In what could be the largest mass infection of Mac computers to date, the Flashback Trojan was estimated to have reached some 700,000 Macs by the end of last week. The Trojan is being planted on the Macs by owners who've been lured to infected Web pages that send a malware downloader to their computers as soon as they land on the page.
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inContact Smooths the Way for Better Customer Interactions April 09, 2012 
Cloud contact center provider inContact has released the first of what will be three major upgrades to its flagship product this year. New features in the release touch upon many areas, from agent scripting to a Web-connect module, new unified agent desktop tools and an expanded blended dialer. Most intriguing of all the new features, though, is a CRM plug-in agent, which offers a new streamlined interface for agents.
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Catching the Mobile Commerce Wave April 07, 2012 
Riding the wave of technology change these days is a bit like surfing. The ocean and waves often change much faster than our ability to stay out in front of the transformation. Now another current is approaching the wireless world as mobile commerce curls to challenge conventional e-commerce.
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Automating Social: The Perils of Trying to Fake Sincerity April 05, 2012 
"The secret of success is sincerity. Once you can fake that you've got it made." This quote, often bandied about, is attributed to Jean Giraudoux (1882-1944), who was a French diplomat, dramatist and novelist. And, judging by his best-remembered quote, kind of a jerk. I'm not saying this specifically as an attempt at character assassination of a 68-year-dead raconteur -- no, there's a reason that I bring it up, and it has to do with social CRM.
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Customer Relationship Metrics Takes On the Unstructured Data Challenge April 02, 2012 
Customer Relationship Metrics has launched Text BI, its latest offering in its suite of managed analytics solutions. Text BI enables companies to take unstructured text-based data from surveys, emails, social media, CRM systems and other applications, and organize it into a format that makes it easier to analyze.
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Google Gives Users a Gander at the Trails They Leave March 29, 2012 
Google has launched a new tool called "Account Activity," designed to give users a detailed glimpse into their Web usage across all Google sites and services. Account Activity is a personalized, detailed monthly report on Web activity with Google search, Gmail accounts, YouTube and social network Google+.
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FTC to Congress: Shorten Data Brokers' Leash March 28, 2012 
The Federal Trade Commission this week urged Congress to impose new regulations on companies that collect consumer data related to Internet browsing habits. Under the policy the FTC suggests, data brokers, or the holders of personal consumer information, must allow consumers access to that information.
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