Customer Experience
Top Stories
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Tip
29 Jul 2026
How to choose a CX provider: A practical buyer's guide
When assessing new CX vendors and technologies, enterprise tech buyers need to consider several factors, including technical and business-level buying decisions. Continue Reading
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News
28 Jul 2026
Adobe releases AI search product catalog optimization tool
Soon, if not already, the customer relationship begins by persuading AI agents that your brand is legit. Continue Reading
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Tip
01 Sep 2015
Wearable technologies still need to hit their enterprise stride
Wearable technologies represent a $7 billion industry, but they haven’t yet made their stake in the ground for knowledge workers. Continue Reading
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Opinion
01 Sep 2015
Communication essential to sales and marketing alignment
A lack of communication between sales and marketing teams can derail internal processes. Here's how to ensure collaboration between the two factions. Continue Reading
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Feature
19 Aug 2015
Cloud-based CRM enters new territory for Salesforce partners
Channel partners are pursuing increasingly sophisticated Salesforce implementation projects, helping customers integrate and optimize complex systems. Continue Reading
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Feature
18 Aug 2015
Zoho CRM platform overview
Zoho's cloud-based CRM platform helps businesses manage the key aspects of their customer engagement strategies. Continue Reading
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Tip
17 Aug 2015
Challenges of combining structured and unstructured data
Business intelligence tools can turn company data into valuable insights, but unstructured data is often a missing component. It doesn't have to be. Continue Reading
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Answer
10 Aug 2015
How does SharePoint 2016 differ from SharePoint 2013?
SharePoint 2016 will bring new features on premises, but many upgrades focus on easier integration with cloud-based Office 365 services. Continue Reading
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News
24 Jul 2015
Oracle Sales Cloud update aims to boost sales, efficiency
Oracle updates its Sales Cloud to increase sales; Infer announces new lead gen product; and Xactly Strategic Services aims to drive workforce management. Continue Reading
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Podcast
23 Jul 2015
Social customer service needs to be integrated with larger business
For social customer service to be effective, it needs to be integrated with other aspects of the business, including sales, marketing and product development. Continue Reading
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Podcast
23 Jul 2015
Location-based service apps yield trove of information
When customers come into a store with offers from location-based service apps, like mobile wallets, it indicates a new level of buying intention greater than just window shopping. Continue Reading
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Feature
10 Jul 2015
Cloud-based marketing tools need integration to work
When companies don't integrate their cloud-based marketing tools, customer data can easily become out-of-date and out-of-sync among various systems. Continue Reading
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Feature
07 Jul 2015
Improving customer engagement strategies with CRM tools
There are several different types of CRM tools that can be used to improve your customer engagement strategies. Continue Reading
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News
18 Jun 2015
Salesforce releases Wave Analytics Apps and Sales Wave Analytics
Wave Analytics Apps, the latest offering from Salesforce, makes crunching the numbers easier through tighter integration with Salesforce 1. Continue Reading
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Tip
11 Jun 2015
Enterprise video metrics a must to measure success
Increasingly, companies have turned to video for customer service, product demos and branding. But they need to measure success with enterprise video metrics. Continue Reading
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Tip
10 Jun 2015
CRM documentation paves way to successful release management
As companies use a CRM system in the wild, they need to be able to make tweaks, and those changes need to be well-documented. Continue Reading
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Tip
09 Jun 2015
Sales management software helps teams get a jump on leads
As customers become more knowledgeable about products, sales reps can't just rely on the gift of gab. Today they need sales management software that help target people who are ready to bite. Continue Reading
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Opinion
08 Jun 2015
The secret to selling more? Sales intelligence
Sales teams have a basic but ever-challenging task: Sell stuff and make money for the company. But they can't do that without proper insight into the business. Continue Reading
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News
28 May 2015
Salesforce ties Wave analytics tool to big data platforms
Salesforce is getting more involved in big data analytics, with new partnerships that open up its cloud-based Wave analytics technology to Hadoop and other big data systems. Continue Reading
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Tip
20 May 2015
Enhancing customer engagement strategy through a mobile experience
Consumers use mobile devices constantly. Marketers can capitalize on this by developing a rich, engaging mobile experience to drive sales. Continue Reading
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Answer
15 Apr 2015
Are Microsoft customers cooling on cloud concerns?
As cloud platforms mature and become more mainstream, on-the-fence Microsoft users are taking another look at adopting them. Continue Reading
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Podcast
13 Apr 2015
Microsoft Convergence focuses on analytics, cloud
Microsoft Convergence attendees explored the new cloud-based Power BI analytics tool at the conference. Continue Reading
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Tip
24 Mar 2015
Has Microsoft cloud strategy evolved?
Microsoft is trying to lead customers to the cloud with hybrid offerings, such as Microsoft Dynamics CRM. But will that succeed? Continue Reading
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Guide
17 Mar 2015
CRM leadership: Buying, managing and running a system
Implementing a CRM system is more than just buying software. Executives need to tap into their leadership skills to select the right CRM system and ensure that it brings the desired benefits to the organization. Continue Reading
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News
10 Mar 2015
Why SMAC will change your company's content management strategy
Trends like social, mobile and cloud have become entrenched in business operations but also pose serious challenges to managing and securing information. Continue Reading
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Tip
02 Mar 2015
CRM skills training essential for system management
The right CRM training is crucial to the management and development of a CRM system. Make sure your staff has the right CRM skills to survive. Continue Reading
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News
02 Mar 2015
Mobile customer service gives citizens a voice with government
Philly 311, a new mobile customer service app for the city of Philadelphia, helps citizens report neighborhood incidents and engage more deeply with city government. Continue Reading
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News
10 Feb 2015
Customer data becomes the turf for companies' competitive advantage
Corporations are using customer data to gain a competitive edge in the market, but new analytics technologies pose privacy downsides. Continue Reading
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Tip
06 Feb 2015
Salesforce vs. Microsoft Dynamics: Why I choose Salesforce
While Salesforce can be more costly than Microsoft Dynamics, ease of use and a healthy ecosystem of support can make it a persuasive choice. Continue Reading
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Tip
02 Feb 2015
Improving data quality with better CRM system design
If your CRM system isn't designed for ease of data entry, it can undermine data analysis and decision making. Here's how to promote cleaner data. Continue Reading
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Podcast
02 Feb 2015
The double-edged sword of location-based technologies
Location-based technologies like personalization are yielding valuable consumer data, but companies need to be careful stewards of the information. Continue Reading
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Podcast
16 Jan 2015
BPM backbone builds new paths to customer engagement
Pega, a business process management software forerunner, is using BPM to deliver new customer engagement and CRM software for its customers. Continue Reading
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Tip
15 Jan 2015
Want to get into mobile marketing? Know your customer
In this book excerpt, author and industry watcher Chuck Martin shows how customers' mobile behaviors should dictate companies' marketing strategies. Continue Reading
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Tip
12 Jan 2015
Are marketing automation tools the greatest asset in the sales arsenal?
The more your sales reps know about prospects, the faster they can close deals. Here's why marketing automation tools deliver real sales intelligence. Continue Reading
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Tip
02 Jan 2015
Customer data integration needs strategy to derive meaning
Your approach to customer data integration needs to be guided by another strategy to determine which information is relevant. Continue Reading
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Answer
07 Oct 2014
What causes SharePoint 2013 performance issues?
SharePoint 2013 performance is a major concern, especially when it comes to SharePoint in the cloud. What steps can companies take to prevent a SharePoint slowdown? Continue Reading
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News
09 Jul 2014
Dell's chief data officer on building a data-driven culture
How do you democratize data analytics without creating chaos? Dell's chief data officer, Rob Schmidt, discusses the building blocks of a data-driven culture. Continue Reading
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Podcast
26 Jun 2014
Weighing the pros and cons of SharePoint BPM
When looking at the pros and cons of SharePoint BPM, consider the tradeoff between Office integration and the versatility of broader BPM tools. Continue Reading
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Tip
26 Jun 2014
How to build visual workflows in SharePoint
Editing workflows in SharePoint has become more intuitive, with Visio integration that makes it easier to alter the structure of business processes. Continue Reading
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Quiz
25 Jun 2014
How much do you know about SharePoint and BPM?
SharePoint may not be the first BPM tool that comes to mind, but it has its benefits for streamlining and adding value to processes. Do you know what they are? Take our quiz to find out. Continue Reading
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Feature
05 Jun 2014
New technologies take on records management challenges
An explosion of information is forcing organizations to recycle their folders and go digital. But change won't come easy. Continue Reading
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News
29 Apr 2014
A SharePoint upgrade can educate users about information governance
Upgrading or migrating to a new version of SharePoint gives companies a chance to clean up their content and revive information governance training. Continue Reading
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Guide
28 Apr 2014
A guide to SharePoint migration
SharePoint migration is no easy task. Prepare for a successful upgrade with this guide, which also includes SPTechCon 2014 coverage. Continue Reading
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Feature
22 Apr 2014
How to leverage the power of open source BPM
Establishing a relationship with open source BPM providers can help users quickly resolve technical issues and reduce internal IT staff. Continue Reading
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Feature
18 Apr 2014
A 360-degree view of customers requires better data analytics
Companies want to use better data analytics to get a more comprehensive understanding of their customers. But today's reality suggests that is in the distant future. Continue Reading
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News
25 Mar 2014
Successful ECM strategy needs to mirror how users work
User adoption has long been a sticking point for enterprise content management systems, but mirroring users' processes can be the key to success. Continue Reading
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News
21 Jan 2014
As ECM systems mature, BPM becomes central to ROI
ECM systems have matured beyond content repositories to include automated workflow, which can optimize business processes and justify the cost. Continue Reading
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Podcast
26 Nov 2013
SharePoint 2013 out-of-the-box features
Let's give thanks for some of SharePoint 2013's out-of-the-box features, some of which have made serious strides since the previous release. Continue Reading
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Tip
21 Oct 2013
How to configure SharePoint for mobile devices
As more organizations support bring-your-own-device initiatives, end users increasingly expect access to SharePoint resources from mobile devices. Continue Reading
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28 Aug 2013
SharePoint 2013 overview: Ready for mobile and social?
Despite a lackluster track record for mobile SharePoint, is SharePoint 2013 now ready for mobile prime time? Continue Reading
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Feature
19 Aug 2013
ECM project ushers in BPM at Rehmann Financial
An enterprise content management project to eliminate paper and shore up compliance morphed into a business process management initiative. Continue Reading
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10 Jun 2013
Digital asset management systems guide
This guide offers digital asset management case studies and stories that explore the available options for managing multimedia and rich media content. Continue Reading
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Feature
22 Jan 2013
Oracle Siebel vs. Salesforce faceoff: Siebel is more versatile
In this Oracle Siebel vs. Salesforce faceoff, one consultant says Siebel users have more options without paying much more than Salesforce customers. Continue Reading
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Feature
17 Jan 2013
Knowledge management strategy helps gas company retain worker know-how
Pacific Gas and Electric shares advice on how to hold on to institutional knowledge when highly experienced workers hit retirement age. Continue Reading
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Feature
03 Oct 2012
SharePoint content management and collaboration guide
Expert advice and tips about SharePoint content management and collaboration, and key aspects of SharePoint administration, strategy and management. Continue Reading
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News
22 Aug 2012
Enterprise social media and collaboration guide
Check out news, trends, analysis and expert advice on enterprise collaboration strategy, enterprise social media management and the key aspects of implementing collaboration and social technology. Continue Reading
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31 May 2012
Far-flung firms put SharePoint infrastructure to test
In the current issue, Shawn Shell looks at managing infrastructures in dispersed organizations. Also: tips on extending SharePoint’s capabilities, and advice on preparing end users for deployment. Continue Reading
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Feature
14 Mar 2012
Desktop analytics: A game changer for contact centers, back offices
Expert Donna Fluss says companies should consider a new type of analytics -- desktop analytics -- to accurately provide feedback on the contact center and the back office. Continue Reading
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News
26 Jan 2012
RES HyperDrive: Cloud nine for IT?
RES Software’s HyperDrive is an in-house file-sharing service that’s similar to Dropbox, but gives IT more control. Plus, it caches data on your iPad so it’s available offline. Continue Reading
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Report
05 Jan 2012
CRM user interface guide
This guide provides an at-a-glance look at Oracle, SAP, Microsoft and Salesforce.com’s user interfaces for their mobile client, Outlook integration and sales dashboards. Continue Reading
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News
29 Nov 2011
Customer experience analytics: Separating hype from fact
SearchCRM expert Donna Fluss compares the latest types of customer experience analytics applications. Continue Reading
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Tip
23 May 2011
Application security best practices help meet compliance objectives
Aligning application security best practices and compliance objectives helps companies comply with industry regulations and standards -- and may help reduce costs in the process. Continue Reading
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News
22 Mar 2011
PCI DSS offers call center PCI compliance tips
The payment card industry compliance standards body has released a new document to help contact centers protect sensitive customer data. Continue Reading
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Definition
16 Mar 2011
Workforce management (WFM) software
Workforce management (WFM) software is an umbrella term for desktop and mobile programs that help a business manage staff scheduling. The term originated in contact centers and other service businesses that employ a large number of workers who are paid on an hourly basis. Continue Reading
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Definition
04 Mar 2011
records information management (RIM)
Records information management (RIM) is a corporate area of endeavor involving the administration of all business records through their life cycle. Continue Reading
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News
26 Apr 2010
Switching your focus from B2B to B2C with social media and CRM
Getting the word out to your customers isn’t just a matter of buying simple advertising anymore -- it’s about engaging with them socially. Denis Pombriant explains the ideas behind this new trend. Continue Reading
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Answer
07 Dec 2009
Which call center billing model should I use?
What’s the best call center billing model measurement – charging for calls per month or per call? Expert Donna Fluss explains the methods behind both and how to best apply them in the contact center. Continue Reading
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Feature
01 Oct 2009
Five best SharePoint troubleshooting tips
Got some gripes with SharePoint? Learn what some of the biggest issues are and how to fix them Continue Reading
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Answer
17 Sep 2009
How can I measure call center agents' unavailable and "not ready" time?
Find out how to measure call center agents' unavailable and not ready time in this expert tip and get a formula for calculating unavailable time in your call center. Continue Reading
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Answer
14 Jul 2009
Three management tips for overseeing call center agents on night shift
There are psychological and medical challenges for call center agents working the night shift. Hear management tips from Donna Fluss for managing night shift call center agents. Continue Reading
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Report
03 Jun 2009
Five call center sales tips and techniques
In difficult economic times, ramping up sales in the call center can provide another outlet to help companies meet sales quotas and drive sales effectiveness. We've gathered these five tips for companies looking to improve call center sales and train call center agents to become effective sales professionals. Continue Reading
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News
14 May 2009
New SAP CRM ordering system helps Coke roll out new dispenser
A new beverage dispenser designed to revolutionize Coke's distribution system demanded a new way for the soda giant to service customers. Continue Reading
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Feature
01 Mar 2009
Top free SharePoint utilities and tools for enterprises
Are you on a tight budget? Download these handy tools and utilities for free to fill in SharePoint functionality gaps. Continue Reading
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Answer
26 Feb 2009
Does hot seating in the call center affect agent morale?
Learn about hot seating in the call center and find out how it can have a positive and negative impact on agent morale and productivity in this expert tip. Continue Reading
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Feature
11 Nov 2008
Understanding customer commitment
Research shows that there are three forms of customer commitment: relational commitment, instrumental commitment and value-based commitment. In this chapter, learn about all three types of customer commitments and get key performance indicators (KPIs) for customer retention programs. Continue Reading
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Feature
11 Nov 2008
Creating positive customer retention strategies
Is your organization deploying positive customer retention strategies or negative ones? In this chapter excerpt, learn about a number of positive customer retention strategies, including how to add customer-perceived value, create social and structural bonds and build engagement to delight your customers. Continue Reading
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Feature
03 Nov 2008
SIP in the call center: Top 10 buzzwords
In many of today's call centers, session initiation protocol (SIP) allows customers and call center agents to connect through various forms of multimedia communications. We've gathered these terms and definitions to help you better understand SIP in the call center. Continue Reading
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Answer
16 Sep 2008
Pros and cons of auto-response software in the call center
Auto-response software often gets mixed reviews from both call center professionals and customers. Learn the pros and cons of using auto-answer and auto-response software in the call center from expert Donna Fluss. Continue Reading
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Answer
19 May 2008
Call center rules and regulations: Why are they so strict?
Learn the purpose of call center rules and regulations in this tip from Donna Fluss, including how and why call center managers control the number of scheduled agents according to the forecasted call volume, using workforce management (WFM) applications. Continue Reading
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Feature
15 May 2008
Salesforce.com for dummies: Creating daily reports
Use this step-by-step guide to create daily reports from scratch in Salesforce.com. Continue Reading
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Answer
05 Nov 2007
What's the difference between speech recognition software and voice tags?
Wondering about how voice recognition or speech recognition and voice tags differ? Read definitions from Donna Fluss in this tip. Continue Reading
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News
08 Oct 2007
Call center centralization vs. decentralization analytic framework
Call center centralization can be cost-effective for centers of a certain size. In her latest column, Donna Fluss outlines a framework for call center managers who are considering call center consolidation. Continue Reading
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Answer
12 Sep 2007
Call center scheduling: How to manage Auxiliary or unavailable time
Expert Lori Bocklund advises a reader on managing a call center agent's Auxiliary or unavailable time. Continue Reading
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Answer
14 Aug 2007
Conducting a CRM system and process audit
Expert Paul Greenberg offers advice on conducting an audit of CRM systems and processes. Continue Reading
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Answer
26 Jul 2007
How to evaluate call center quality analyst performance
Expert Donna Fluss provides some guidelines for evaluating the performance of a call center's quality coach, and offers suggestions on training a quality coach. Continue Reading
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Answer
24 Jul 2007
Calculating the call center agent seat utilization ratio
Lori Bocklund explains how to calculate the seat utilization ratio for a call center with a formula using call center agents and number of call center seats. Continue Reading
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Answer
27 Apr 2007
How can understanding customer value lead to successful marketing?
According to Lior Arussy, understanding customer value can lead to successful marketing if you target those customers with the highest potential value, not just those with the highest actual value. Continue Reading
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Feature
08 Mar 2007
The top five sources of increased customer power
Learn how to advocate for customers and earn their trust in this chapter download. MIT professor Glen Urban will show you why you should do this, how you can do this, and what other leading edge companies are doing in this arena. Continue Reading
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Answer
14 Feb 2007
New call center agents -- top 10 pitfalls
Common areas of call center agent weakness are largely due to inexperience in handling live (and sometimes frustrated and nasty) customers, and a lack of in-depth knowledge of systems, products, policies and procedures. Most of these areas can be improved over time. Learn best practices from Donna Fluss here. Continue Reading
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Answer
15 Jan 2007
Using subject matter experts (SME) to develop call center managers
Learn the benefits of promoting star agents to subject matter expert positions (SME) where they work under the call center supervisor. Continue Reading
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Answer
12 Jan 2007
How do you define flow out calls?
Call center expert Lori Bocklund answers a reader who's using Avaya reports and is wondering about flow out calls, and whether they are the sum of abandoned and blocked calls. Continue Reading