We looked at social customer relationship management (CRM) from a high-level conceptual view in “Interactions with Transactions: Understanding Social CRM.” Now let’s walk through a potential social ...

People were able to get around before the invention of GPS. They took obvious routes during their travels, generally had no idea how long a particular journey would take and used unclear data sources ...

MUMBAI, INDIA: Setting the destination; auditing the current situation; and mapping the journey to the destination - three steps needed to create a successful CRM strategy. Building a customer ...

What do customers want? We put so much emphasis on trying to figure out the answer to this very simple question, but I think the answer is simple as well—customers want competent and timely business ...