The Ultimate Guide to Choosing A Powerful CRM Software: 2015 Edition

CRM software is the technology that enables companies to improve their interactions with clients, prospects, contractors, and business associates. It contributes to the operational efficiency and long-term...
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5 Tips for Budget-Friendly Training in the Modern Contact Center

As contact center leaders you’re always being asked to do more with less. Agent training is no exception. Here are 5 tips for low or no cost ways to train agents from ICMI’s webcast featuring Justin...
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Roadmap to Modern: “Get Going” by Katherine Lovelace

Sometimes the first step in a journey can be the scariest one you will take. How do you know you’re going in the right direction? How do you know that you have the right equipment to get where you need...
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SugarCRM Jumps on Customer Journey Bandwagon

Halfway through the first day of SugarCRM’s SugarCon conference, the company announced a new iteration of its platform, Sugar 7.6. Features that seem have impressed the crowd (hat tip to Jeremy Cox,...
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ICMI Webcast: 5 Low or No Cost Ways to Train Agents in the Modern Contact Center by Justin Robbins and Tuula Fai

As contact centers evolve and expand into new channels to meet continuously changing customer demands, the need and requirement for in-depth, comprehensive training has become greater. While old...
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“Are we there yet?” The Oracle Roadmap To Modern by JP Saunders, Senior Director Business and Solution Strategy

"Are we there yet?" If you have kids, you may have heard this repeated many times during a long journey. If you don't, then maybe you recall being that kid in your parents' car? While it is intended...
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‘We Rule B2B Marketing Automation, We’re Salesforce’

Salesforce officials are confident about their marketing technology."The thing that distinguishes us most is that we’re Salesforce," said Adam Blitzer, senior vice president and general...
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“The Connected Customer” Oracle Roadmap To Modern by Dave Lanning, Senior Strategy Consultant

"Omni-channel?" "Cross-Channel?" "Multi-Channel?" What does it all mean? Isn’t it just about the customer’s engagement with the brand, and the experience that they...
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How to Teach Your CRM to Think – and Learn from Big Data

The problem with big data is, well, it’s big. Even with the best CRM to record and organize every interaction with your customer, if you don’t know how to leverage that data, you could risk...
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Can You Engage Customers Earlier in the Sales Cycle?

It’s been a few years since Forrester Research came out with the eye-popping statistic that "buyers might be anywhere from two-thirds to 90 percent of the way through their purchase journey...
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