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Editorial Board
Get to know the Customer Economy thought leaders who have joined the Editorial Board of CRM Today.
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Experts Corner
"How Can Email Marketing Help Me Keep Customers and Build Customer Relationships?"

Dan Forootan, StreamSend
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Books
Implementing CRM: From Technology to Knowledge
This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or...
by David Finnegan, Leslie P. Willcocks

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CRM Today - Editorial
The Value of the Voice of Your Community
By Kate Leggett, Director e-Service Product Strategy, KANA
Corporations must embrace community generated content. Your customers and prospects are talking about you right now. Think of examples such as Amazon, Netflix and Yelp where consumers are not shy at voicing their opinions on products and services. You need to be part of this conversation. If you are not, you won’t understand what your customers say about you.(read more)
15 October 2008
 
CRM Forgot Something – The Marketing Department
By Jason McNamara, CMO, Alterian
I know that everyone has their favorite CRM joke to tell at parties already at this point. But to be fair, CRM did give the IT department an agenda and lots of work building all those databases. Wait a minute I thought CRM was supposed to deliver a single customer database? (read more)
02 September 2008
 
The Voice of Your Community — Knowing How to Leverage it
By Kate Leggett, Director e-Service Product Strategy, KANA

Community generated content is all the rage these days. You see it on the established brands like Amazon, eBay and Flikr. You see it on all the new social shopping sites like Kaboodle or ThisNext. Then there are sites like Wikipedia or Yelp that are comprised solely of community content. The decision that many corporations face is how to determine what kind of community content to adopt and how to leverage its voice during the sales cycle.(read more)

04 August 2008
 
From 0 to 90 in Four Easy Steps: A Marketing Operations Maturity Model
By Michael Emerson, CMO, Aprimo
Marketing operations is in the midst of a major revolution. While the tools of marketing have changed dramatically over the past 25 years, the operational systems and processes have remained relatively stagnant. Most organizations use desktop productivity tools and e-mail to plan, deliver, and ultimately execute their marketing activities.(read more)
18 July 2008
 
Who You Know
By Yolanda Noble, CEO, dsicmm Ltd
The notion of using bills, statements and other statutory customer correspondence as an advertising medium, has gained much currency over the last three or four years. The process has even been granted its own special name – ‘transpromotional’ or ‘transpromo’ – by the research organisations.(read more)
02 July 2008
 
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