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CRM
March 2004 |
CRM magazine's 2004 Service Awards CRM magazine reveals the leading customer service vendors in seven categories (Service Leaders), and this year's five best implementations (Service Elite).   |
CRM
March 2012 |
Prepare for a Multichannel Support Environment The social media eruption emphasizes the importance of connecting with customers on their preferred interaction channels. However, while doing so is beneficial to companies and their customers, it presents other challenges. |
CRM
March 2010 |
The 2010 CRM Service Awards: Service Leaders The best of the best in the CRM industry's support and service sector. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
September 1, 2009
David Myron |
CRM Bucks the Downward Financial Trend The CRM industry grew 12.5 percent in 2008, to $9.15 billion. |
CRM
April 2008 |
The 2008 CRM Service Awards: Table of Contents and Introduction The leaders, the winners, and the honorees - the best of the CRM service industry over the last 12 months. |
CRM
March 2011 |
Is a Contact Center Revival 'Up Around the Bend'? The idea of customers helping customers appeals to organizations for its low-cost and brand-building benefits. Vendors were evaluated based on their ability to provide Web self-service, email management, click to call, chat, and social media community support. |
CRM
April 2006
Bailor et al. |
The 2006 Service Leader Awards, Part 1 Computer Telephony Integration: Avaya... Cisco Systems... Genesys Telecommunications Laboratories... Interactive Voice Response: Avaya... Nortel Networks... Genesys Telecommunications Laboratories... etc. |
CRM
March 2015
David Myron |
Small Customer Service Vendors Can Make Big Contributions A best-of-breed solution from a small company doesn't have to be such a risky proposition after all. |
CRM
April 2008 |
The 2008 CRM Service Awards: Introduction Redefining the categories used to rate the vendors in the customer care marketplace into seven areas. |
CRM
March 2010
David Myron |
Perseverance Pays Off in Service When the economy falters, one of the first areas to feel the squeeze is the contact center. This puts the onus on the CRM service vendor to make its offerings compelling enough to survive a prospect's cost-benefit analysis. |
CRM
March 2004 |
The 2004 Service Leaders--Part I The leading customer service vendors for 2004 |
CRM
April 2005
Bailor et al. |
The 2005 CRM Service Leaders--Part I Awards winners for the most impressive providers of customer care architecture, technology, and services who have worked over the past year to improve their capabilities so that contact centers can go about their business more efficiently and effectively. |
CRM
March 2010 |
The 2010 CRM Service Awards: Introduction These awards are designed to remind us that technology plays a critical role in the customer experience. |
CRM
September 1, 2009 |
The 2009 CRM Market Awards - Introduction With the eighth annual CRM magazine Market Awards, we take note of the industry's mainstays as well as its newcomers, the expected along with the surprising. |
CRM
November 5, 2012
Judith Aquino |
Moxie Software Joins Forces with Microsoft Customers get joint access to Spaces by Moxie and Microsoft Dynamics CRM. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 1 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CRM
March 2014 |
The 2014 CRM Service Awards All of them are pioneers in their own right and have contributed to bringing the industry to new heights. |
CRM
August 2015
David Myron |
Analyzing the 2015 CRM Market Awards The growth of digital marketing, CRM's new tie-ins with mainstream technologies, and a strong showing by Microsoft headline our 14th annual market awards. |
CRM
January 1, 2006
Colin Beasty |
Business Problem: Contact Center Managers Cannot Staff and Manage Their Call Centers Effectively Tech Solution: Workforce Optimization Tools -- Envision's Performance Suite... EX's TotalView Workforce Management... Witness Systems' Impact 360... |
CRM
August 2010 |
The 2010 CRM Market Awards - Introduction Vendors, consultants, and end-user companies that focus on customer relationships and the customer experience through the sophisticated integration of people, processes, and technologies are honored. |
CRM
September 1, 2007
David Myron |
CRM Continues Its Climb Salesforce.com and others prove that small oceans can still make big, big waves. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
August 2011
David Myron |
CRM Recovers with Low-Cost Options Being agile in today's competitive market enables organizations to better respond to customers' changing needs. |
CRM
October 2013
Barton Goldenberg |
Software Advances Are Propelling CRM to New Heights Seven trends businesses cannot afford to ignore. |
CRM
April 2008
Marshall Lager |
The 2008 CRM Service Awards: Contact Center Infrastructure Replacing computer-telephony integration, this category encompasses all the contact center technologies; despite the rejiggering, Genesys Telecommunications Laboratories remains on top. |
CRM
August 2012
David Myron |
Where Are CRM Investments Going? The CRM industry is continuing its climb. Various factors are contributing to this growth, such as investments in social, mobile, and analytical applications. The biggest investments, however, are still in software as a service. |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
CRM
October 26, 2010
Brent Hayward |
It's About Answers Knowledge-based technologies are now essential to the customer experience. |
CRM
May 12, 2015
Jeff Foley |
Why It's Time for CRM to Evolve To satisfy today's hyper-connected consumer, you need a holistic approach. |
InsideFlyer
March 2010
Ric Garrido |
HHonors Points Inflation Hilton HHonors makes a system-wide loyalty points devaluation. |
InsideFlyer
February 2013 |
Priority Club Award Changes Priority Club Rewards has changed its award chart for the second time in two years, effective Jan. 18, 2013. Last year, the program introduced additional point levels within each hotel brand. |
CRM
October 2004
Coreen Bailor |
12 Ways to Boost Productivity From better knowledge bases and improved natural-language search engines, to workforce management strategies and business process reengineering, here's what's new in enhancing contact center productivity. |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
CRM
October 2011
Ian Jacobs |
All I Know Is That I Don't Know Nothing Blending knowledge management with customer service is critical. |
CRM
August 1, 2007
David Myron |
Automation Proves Its Value Automation is beginning to prove its value - not only in cutting costs, but in driving revenue as well. |
CRM
February 2008
Barton Goldenberg |
Always On The new generation of consumers, clients, and customers is perpetually connected - to the Internet, to you, and to each other. What can Web 2.0 do for you? |
Search Engine Watch
February 9, 2004
Sullivan & Sherman |
Search Engine Watch 2003 Award Winners Search Engine Watch has released its annual list of outstanding web search services for 2003. Your favorite search engine is among them, but there were also some surprises and controversial predictions for the coming year. |
CRM
December 2006
Marshall Lager |
The New World of Sophistication From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
CRM
August 2015 |
The 2015 CRM Market Leaders Our winners have what it takes to achieve success in all areas of CRM, whether it's building a powerful solution, pleasing customers, or charting a smart course. |
CRM
April 2007
Bailor et al. |
The 2007 Service Leaders, Part 2 Here is the Contact Center Market's Leading Vendors in Seven Areas: Computer Telephony Integration... Interactive Voice Response... Web-Support Services... Workforce Optimization... Quality Monitoring... Agent-Facing Universal Desktop... Outsourcing Services... |
CRM
March 2014
David Myron |
Top 3 Customer Service Trends for 2014 This year's hottest customer service trends include social media, cloud technology, and mobile devices. |
CRM
April 2005
Coreen Bailoret al. |
The 2005 CRM Service Leaders--Part II The editors recognize the top-three leaders in CTI, IVR, quality monitoring, Web self-service, workforce management and optimization, contact-center outsourcing services, and agent-facing universal desktop applications. |
CRM
June 2006
Coreen Bailor |
AntiSIPation As more companies migrate from a CTI to an IP infrastructure -- combining voice and data into one network -- new business process capabilities await them, thanks largely to emerging Session Initiation Protocol (SIP) technology. |
CRM
December 23, 2015 |
VoIPstudio Puts CTI Connector in the Oracle Cloud Oracle sales cloud customers can use VoIPstudio CTI connector for inbound and outbound communications. |
InsideFlyer
April 2014 |
Seeing the World in Hotel Tiers 2014 hotel award category reassignments give insight to the global state of the hotel industry. |
CRM
May 2003
Rochelle Garner |
Smooth Operators What companies can learn from how contact center vendors use CRM -- and profit from it. |
CRM
December 2013
David Myron |
CRM -- What Lies Ahead in 2014? We'll likely see mobile technology deployments accelerate pretty rapidly during the next few years. |
