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Much ink has been spilled about what, exactly, has been the secret of Barack Obama's overwhelming success. There is no denying his charisma or the appeal of his message, but a behind-the-scenes look at how his political machine operates -- namely, how it empowers its people on the ground to operate ...

Voice over Internet protocol has recently become more common in corporations large and small. By combining separate voice and data transmissions onto the same line, this new communications option enables companies to lower their telecommunications costs and, after taking advantage of the savings, co...

Instead of just jotting down the top trends that have a high probability of success and therefore are safe as predictions, I thought it would be interesting to first look at what the best bloggers have to say and see what the implications are for manufacturing, then go out on a limb and make some pr...

A CRM consultancy will be launching what it describes as the first CRM Web 2.0 portal for executive recruitment and career development in this industry. Located at myCRMcareer.com, the Web site will be managed by Bruce Culbert, Ted Hartley and Paul Greenberg, principals at BPT Partners. Besides empl...

On Wednesday NetSuite made five announcements designed to catapult it into a leadership position in the on-demand, or software as a service, market. In no particular order the company announced its version 11.0 release, informed the world that this release is fully AJAX infused, introduced a scripti...

When it comes to CEM I think we're looking through the wrong end of the telescope. I can fully buy into the idea and the importance of treating the customer well and being attentive to the signals a customer gives off by virtue of his or her existence and background. But most CEM "solutions" that ...

At the heart of any customer relationship is trust. Knowing how healthy that trust is in your company and its execution starts with knowing the expectations your prospects and customers have.

Sales systems are a regular feature of the CRM suite, and if you didn't know better you might think that garden-variety sales force automation (SFA) is about the only thing you need. That might have been true a few years ago, but we're seeing that changes in markets and economies can have a great e...

Daniel H. Pink has written an interesting book that has important implications for the future of CRM. A Whole New Mind: Moving from the Information Age to the Conceptual Age, to be published next month, is excerpted in the February issue of Wired magazine. The book deals with the differences betwee...

A while ago I wrote about the problems caused by various forms of malicious software that download to your computer while you are surfing the Internet. Spyware is probably the most dangerous. Like the flu, it comes in several forms. Some are used to steal personal information and therefore play an...

EmergeCore Networks announced Thursday that it is shipping a CRM upgrade for its "IT in a Box IT-100" network appliance. The upgrade is free for existing owners of the IT 100, while new purchasers of the IT 100 or future IT in a Box models will also get the CRM software gratis. About the size and sh...

SAP announced on Wednesday that global brand leader PepsiCo has selected mySAP Business Suite as the primary business platform for unifying its operations, standardizing business processes and increasing efficiency across its divisions. The US$27 billion convenience food and beverage company produce...

A drive to improve citizen services is part of a long-term push by the U.S. government to be more responsive to taxpayer needs and to diminish its unresponsive, bureaucratic image. Most recently, the U.S. Census Bureau revealed it has turned to a hosted-CRM solution from RightNow Technologies to inc...