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Forrester’s Top 15 Trends for Customer Service in 2012

On January 6, 2012 By Kate Leggett (Forrester Research)
With 2011 still bright and full of hope for most of us, what are the key trends that customer service professionals need to pay attention to as you plan for success this year? Here are the top trends that I am tracking. My full report will be published...
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Lithium Closes Round D of Funding – First Take

On January 6, 2012 By Esteban Kolsky

On January 5th, 2012 Lithium Technologies announced it had closed Round D funding to the tune of $53.4 million, adding to the $39 million it had raised in previous rounds.  The proceedings will go towards “completing the suite” and international expansion according to the company.

Among the new funding partners, Lithium signed up NEA as [...]

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A Healthy Diet of Email

On January 5, 2012 By Mitch Lieberman
Here is the question: How does Email communication fit into your 2012 corporate diet? Specifically, is there such a thing as a healthy diet of Email? Within your organization do you encourage email use, discourage it or leave well enough alone and go with the flow? I know some would like this to be a [...]
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Which Contact Center Technologies For Customer Service Are Being Adopted?

On January 3, 2012 By Kate Leggett (Forrester Research)
The contact center solutions ecosystem that customer service organizations use has grown more complex over time, as highlighted in our latest Tech Radar on these solutions. Customer service executives struggle to enforce consistent processes for their ...
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Social Renaissance in Sight

On January 3, 2012 By Esteban Kolsky

Please don’t run for the door – you won’t hear Gregorian chants, ye olde english, or be forced to eat boar legs with your hands.

Not that kind of Renaissance.  Promise.

Remember when we learned about the Renaissance period in school? Me neither — thank heavens for Wikipedia!

The actual Renaissance was the [...]

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How To (Not) Get Smart About Big Data

On January 2, 2012 By Wim Rampen
If you are to believe the talk of twitter-town and its suburbs, due to the connectivity of numerous devices worldwide, we (will) also have available so much data, it is just waiting to be mined and will change how we do, well..,  just about everything...
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How Big is Big Data?

On January 2, 2012 By Esteban Kolsky

I have been doing a lot of behind the scenes work lately (talking on the phone or in person with lots and lots of people – and also being sick and unable to write or talk, but thinking).  There are many good things that will come out of this past month of misery and agony [...]

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A new year a new..

On December 31, 2011 By Wim Rampen
As of January 1st 2012 I am who I was in 2011, but with a new job: Manager Customer Intelligence and Brand Management (OHRA). And, what makes the story even better: I get to continue to work together with Coníche. I will also be sitting on the Coních...
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The Best is Yet to Come in Social

On December 30, 2011 By Esteban Kolsky

Trust me, it sounds better if you sing it with Tony Bennett’s voice and to the melody of “The Best Is Yet To Come” (here is a video of him and Diana Krall singing it — Merry Christmas and Happy New Year present from me to you).

The truth is that I have [...]

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Rethinking “Social” in 2012

On December 18, 2011 By Prem Kumar Aparanji
Source: Spiegel.deI am passionate. Passionate in all things that allow us all, the humanity, to make the world a better place. But since that's kind of a tall order and a huge field to work in, I chose Customer Relationship Management back in 2000...
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    • Products Come and Go – Customers Will Always Have Needs
    • Trends in the CRM Software Market 2012
    • Forrester’s Top 15 Trends for Customer Service in 2012
    • Lithium Closes Round D of Funding – First Take
    • A Healthy Diet of Email
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