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Customer Relationship Management

Buyers' Guide

"In a different way, customer support has become personal again." Posted December 30, 2014

Accusoft releases Prizm Content Connect 9.2 Posted December 23, 2014

New integrations with marketing automation systems Posted December 18, 2014

Offers improved engagement, performance Posted November 24, 2014

360-degree view of members across channels Posted November 19, 2014

Assisted- and self-service customer engagement solutions Posted November 13, 2014

KANA releases latest version of Enterprise Posted November 10, 2014

Introduces Sales Accelerator Posted October 15, 2014

Drive customer retention while guaranteeing compliance Posted October 13, 2014

Founded 80 years ago, Aeromexico is the largest airline operating in Mexico. The company built its reputation on service, but when low-cost airlines entered the market about 10 years ago, Aeromexico began experiencing intense competition. "Our costs were higher than those of the new airlines," says Edouard Piquet, senior VP of customer experience at Aeromexico, "and our customer service was not at the level it needed to be in order to create strong customer loyalty." Posted September 29, 2014

Introduces new marketing application Posted September 10, 2014

In the ongoing quest to improve performance, organizations have sought reductions in process cycle times, enhancements in supply chain efficiency, greater quality assurance and many forms of cost savings. Recently, interest in obtaining better measures of advertising campaign performance has shown a noticeable uptick. Posted September 01, 2014

PowerDocs for the Salesforce1 Mobile App incorporates ERP, CRM data Posted August 11, 2014

Customer experience management with integrated commerce solution Posted August 06, 2014

To acquire Exony to add contact center management and voice analytics Posted July 30, 2014

Central SaaS platform for consumer campaigns Posted July 29, 2014

Introduces Sitecore Social Powered by Komfo Posted July 14, 2014

RightAnswers launches SmartService Posted June 30, 2014

Moxie Software rolls out new solution Posted June 27, 2014

Full suite of operational modules suitable for e-commerce Posted June 25, 2014

Seismic launches new sales enablement platform Posted June 23, 2014

Advanced search, tagging, filtering, rating and reporting capabilities Posted June 18, 2014

The Business Intelligence (BI) space is changing rapidly, and organizations are moving toward end-to-end solutions that provide mobile and cloud capabilities. Posted June 13, 2014

Eccentex and Genesys partner Posted June 11, 2014

Mapping incoming data sets against each other to help consumers find the cars they want Posted June 11, 2014

Pegasystems to acquire Firefly provider Profeatable Posted June 10, 2014

...They are the lifeblood of your organization, and your employees likely aren't talking about them enough.... Posted May 28, 2014

Pegasystems upgrades SFA platform Posted May 26, 2014

New version of SDL Web released Posted May 22, 2014

Achieves high level of medical care to Canadians through the evaluation of physicians Posted May 21, 2014

Introduces Experience Database Posted April 30, 2014

Adds enterprise feedback management, case management and operational analytics Posted April 09, 2014

Implementing a sourcing and marketing solution Posted April 07, 2014

Launches File it! and Get it! Posted April 03, 2014

Sitecore apps for iPad, Windows 8.1 tablets Posted March 12, 2014

Conversocial introduces Conversations Posted March 12, 2014

Alliance heightens brand analytics Posted March 11, 2014

Enhanced customer analytics Posted February 25, 2014

Aptean introduces Respond to U.S. market Posted February 20, 2014

Mobile online forms, multimedia self-help resources, etc. Posted February 03, 2014

Extensive research into customer experience shows (and common sense affirms) that those who have a positive customer experience are far more likely to purchase again from the same company, less likely to defect and more likely to promote the company to others. What might be a surprise is the dollar amount into which the positive ratings translate. Posted January 31, 2014

SDL launches unified suite Posted January 27, 2014

Omni-channel program is designed to accept unemployment claims via the state's call center or online through a self-service portal Posted January 22, 2014

Robust e-commerce platform for personalized online shopping Posted January 14, 2014

Building a data-driven competitive advantage in the industry Posted January 08, 2014

Cash deal valued at $514 million Posted January 07, 2014

Strengthening telephony, CRM and collaboration features Posted December 12, 2013

Unifies multilingual, multinational customer service across channels Posted December 10, 2013

Bridgeline Digital adds new module to iAPPS platform Posted December 09, 2013

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