CRM and knowledge management (KM) were once considered entirely different disciplines, with the two sharing little but perhaps the same data warehouse hardware and a vague understanding that both ...

The customer relationship management (CRM) software market is booming — and it doesn’t seem to be slowing down anytime soon. In fact, Fortune Business Insights predicts the global market will nearly ...

ServiceNow has set its sights on the CRM market. If you hadn’t heard it before now, it came through loud and clear at Bill McDermott’s Knowledge user conference keynote this year as he declared that ...

At its Knowledge 2025 event last week, ServiceNow unveiled a new AI-powered CRM platform and an increased focus on the CRM market that challenges traditional approaches and established leaders.

Customer Chemistry: How to Keep the Customers You Want – and Say “Good-Bye” to the Ones You Don’t, by Susan Greco and Mary Naylor (McGraw-Hill, 2002). Customer Relationship Management, by Kristin L.

According to analyst firm Gartner, the SaaS segment of the CRM industry alone, which represents only a third of the entire market, will exceed US$ 4 billion in revenue by 2014. That amount of cash is ...

Customer data is a powerful resource that can be shared across corporate departments to improve selling effectiveness and operational efficiency. With direct access to ERP data, customer satisfaction ...

The instant-access world we live in has forced companies to find ways to answer their customers’ inquiries now, or at least as quickly as humanly possible. After all, when a customer service ...