Microsoft has agreed to pay an eyebrow-raising $1.2 billion in cash for the startup Yammer, presumably in the expectation that it will gain a much needed boost in social media expertise. Yammer will remain a standalone service for its 5-million-plus customer base, and Microsoft will also pair it wit...
Three key aspects of the resourcing paradigm will undergo a change with E2.0: resource geographic spread; team constitution; and skillsets required. With the availability of collaboration media and their ease of access, customer groups and IT support/delivery groups will operate out of their own loc...
Sometimes I feel like we're stuck in the weeds with social CRM. Hopefully I will get a lot of mail for this, LOL! No, really. Sometimes I feel like we're missing the bigger point of social CRM because we're spending so many brain cells focusing on the technology and not so much on what it does bey...
The joke used to be on the U.S. Postal Service. Indeed, jabs about the government's mail system may have driven business to private-sector competitors like United Parcel Service, Federal Express and DHL. That was decades ago; now, it seems, some of the same companies designed to outperform the USPS...
Good news for the economy: Small business outsourcing has gone mainstream thanks to the increased use of automation technology -- computers, software and the Internet powering cost-efficient outside service provider teams. Bad news for outsourcing service providers: Small and mid-sized businesses ar...
The coming year is going to reorder entire industries due to customer churn. With this reordering will be an entirely new set of selling dynamics, as existing ones prove marginally successful into 2007. The old "bundle three" rule for higher customer retention will prove no longer as effective as i...
Cisco Systems has introduced its Unified Communications system -- a new suite of voice, data and video products and applications based on the Session Initiation Protocol, or SIP standard. Cisco is no stranger to this open standard. Last year, for instance, it acquired Dynamicsoft, the company that o...
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How To Leverage Gen AI Without Losing the Corporate Shirt
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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Beyond the Cart: UX Hits and Misses Can Make or Break a Virtual Storefront
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Morphing Demographics Require Imaginative PR Strategies
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The Future of Gen AI in Retail: Balancing Human Factors With Revenue Growth
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Mastering AI-Powered CRM Puts Onus on Vendors To Get It Right
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Retailers Ignoring Customer Privacy, Website Usability Put Business at Risk
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Bigeye’s Dependency-Driven Monitoring Boosts Reliability of CRM Data
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