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Are We There Yet? The Long Road to the CRM Revolution

As communication methods change, CRM has had to change too. That's why social CRM has commanded so much bandwidth over the years, and why smart people predict the demise of the term as social functionality becomes an inherent part of CRM applications. Many businesses have yet to figure out what to do with social CRM information, and CRM vendors have yet to turn out a true social CRM application.
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Michaels Crafts Artless Response to Customer Data Breach

Customers are no longer shocked to learn that some of their data might have been compromised in a security breach, as such events have become all too common. However, customers have expectations as to how brands should behave when their customers have been exposed, and Michaels scored somewhere in the neighborhood of C-minus. The company followed the playbook but didn't convey that it cared much.
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ECT News Community   »   CRM Buyer Talkback

* * Topic  Posts  Last post  Date
Re: Gauging CRM's Effect on the Profit Meter 2  interactnow   2009-12-22 21:20:56 
Re: How Automation Can Bridge the Sales-Marketing Chasm 2  Chidalgo71   2009-12-16 06:55:56 
Re: Should a Small Business Watch the Clock? 3  toplister   2009-12-14 22:28:54 
Re: You Survived the Recession - Are You Ready for the Recovery? 2  annrand   2009-12-05 17:28:12 
Re: Think, Then Measure: BI in the SMB 2  sasmgm   2009-12-02 04:48:01 
Re: Time for a Virtual Agent Reality Check? 2  easiegmann   2009-11-20 15:20:08 
Re: Health Insurance CRM, Part 1: Shifting Into Catch-Up Mode 3  mconlee   2009-11-20 10:28:31 
Re: PaaS and the Democratization of Innovation 2  groberts1   2009-11-19 08:15:39 
Re: Creating Exceptional Customer Experiences, Both Coming and Going 2  Mapsmith   2009-11-18 19:34:54 
Re: Mobile CRM User, Know Thyself 2  NitinGarg   2009-11-17 10:13:00 
Re: CRM for the Small Biz: Turning Agony Into Ecstasy 3  smeade   2009-10-30 08:15:53 
Re: The Data-Driven Marketer: Show Me the Numbers 2  egillespie   2009-10-16 06:40:55 
Re: The 'Flat Funnel' Marketing Myth 2  nivenor1   2009-09-15 08:18:40 
Re: IVR Systems, Part 1: Are They Done Yet? 2  heidimiller   2009-09-11 10:25:18 
Re: The E-Coupon Generation 2  vgorasia   2009-09-01 20:11:56 
Re: Getting Small Firms on Board With BPM 2  phil_ayres   2009-09-01 05:41:14 
Re: Building a Leak-Proof Sales Pipeline 3  nivenor1   2009-08-26 09:34:44 
Re: Checkout Line Anxiety 2  mitchr   2009-08-26 08:23:45 
Re: If You Build a Branded Online Community, Will Customers Come? 2  tomrau   2009-08-07 02:07:15 
Re: Don't Trade Customer Satisfaction for Call Center Efficiency 2  DHarlow   2009-07-31 15:04:11 

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