Classifying CRM as a pure IT issue will result in stale thinking and an obsolete approach to customers in short order. It will also minimize the return you can get for… read more

Often left up to security or compliance professionals payment card industry (PCI) compliance is a serious issue for call centers as well… read more

As consumers do more of their banking and other financial transactions online, what do they expect in customer services?… read more

The International Institute for Analytics this week released nine predictions for business analytics in 2011… read more

When it comes to the broad topic of “CRM failure,” you often hear the same tales: a too-complicated integration… read more

Healthcare, government and utilities will emerge as the industries with the strongest…… read more

Gartner Outlines Three Steps to Create a Successful CRM Strategy. Analysts to Discuss Key Elements of CRM … read more