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January 20, 2010

Customer Centricity

Contact Center Innovation: What to Expect in 2010

Organizations must change their mission and culture to benefit from new technologies.

Daily News

Retailers and Hotels Top the 2010 Customer Experience Index

In Forrester's Annual survey, Barnes and Noble, Marriott Hotels, and Hampton Inn and Suites deliver the best experiences.

Partner Collaboration Critical to Innovation

Survey reports that working together makes everyone stronger.

Jive Acquires Filtrbox; Reaches Record Revenue in 2009

The social business software provider buys a social media monitoring company and plans to extend social insight across the entire enterprise.

Unified Communications Slow to Make Its Presence Felt

A recent DMG Research study on UC examines major players, trends, and a potential wild card that could shake up the space.

Powered Powers Up Social Offering with 3 Acquisitions

After closing deals at the end of 2009, the social media agency aims to deliver a broad suite of social media capabilities.

SAP Sets Sustainability in Motion

With the launch of Business Objects Sustainability Performance Management, SAP wants to provide companies with holistic views into their sustainable strategies and actions.

Forrester Waves In Cross-Channel Campaign Management

In response to the demand for cross-channel marketing functionalities, the research firm publishes its first report covering this trend.

Front Office

A New Decade Brings New Ideas

Magazine Features

Where Does Innovation Come From?

Perhaps more than ever, it's a good idea to look for good ideas? But where are they hiding?

5 for '10

Cutting-edge technologies are altering the possibilities that are open to us. Is your company prepared to embrace the new?

Pint of View

Everything Old Is New Again

Innovation is change, but change isn't necessarily innovation

REAL ROI

Scratching the Surface

A luxury hotel utilizes surface computing from Microsoft to deepen relationships and its brand promise.

Reality Check

Assessing Your CRM Situation

You can't know where you are unless you look—and look hard.

Viewpoints

Is Your Marketing Team Going for the Goal?

Like a wise man once said, skate where the puck is going.

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