Judging by the volume of product announcements and press coverage over the last couple of years, customer relationship management (CRM) is probably the most talked about category of enterprise ...

There is a gold mine of information on prospects and customers stored within your CRM system. And we've written a great deal on how you need to integrate that data with your web content management ...

In my last article, I provided an overview of social CRM and walked through a core use case -- customer service (see How Social CRM Improves the Customer Service Lifecycle). In this post, I want to ...

In the quest to implement a successful CRM initiative, executives can learn a lesson from the cradle-to-grave product development philosophy. But it requires a change in thinking and a willingness to ...