The Customer Relationship Management Blog

While the BYOD trend diminishes costs for traditional service desk tasks such as asset management, businesses should increase spending for security. Here are four strategies help desk administrators should implement to protect your company against BYOD-related risks and common IT headaches.

One recent study reported that while 78 percent of employers plan to deploy tablets across their organization, more than half haven’t articulated a clear adoption strategy. With this in mind, I asked a few mobile strategists what tips they would offer sales managers looking to maximize their iPad investment.

It seems that companies are finally starting to catch on to this whole social media thing. So, what is the next step? In this video, Parature founder Duke Chung talks about the importance of building brand advocates. In this video, he highlights five ways that companies can start using social media to build brand advocates today.

Analytics exist not because marketers love a good color-coded line graph but because we are internally dogged by persistent, gnaw-at-the-mind, questions. However, there seems to be some general confusion between website analytics and marketing analytics. This post aims to clarify.

A new bill going through Congress is threatening the future of offshore call centers, a resource many companies rely on for their customer service operations. This article discusses some cost-effective alternatives to offshoring and highlights three companies that seem to have figured it out.

Last week, our Software Advice team attended Microsoft Convergence 2012. While there, I was fortunate enough to snag an exclusive interview with Jon Miller, the VP of Marketing for Marketo, to discuss the announcement of Marketo’s new support for Microsoft Dynamics CRM, as well as other hot topics related to RPM.

We live in a world of digital natives, where customers would rather fire up a mobile device to get help or leave feedback than get on the phone and talk to somebody. In this article, we highlight our favorite mobile customer service apps. Check them out and be sure to tell us your favorites as well!

Marketing Automation is often perceived as a magic bullet solution to marketing problems. But in fact, Marketing Automation is not a solution, it is a software platform–out of the box, it will do absolutely nothing. This article looks at some of the more prevalent myths and facts about Marketing Automation.

It’s 2012, and the topic of sexual equality in the workplace is still ever-present. Society points a finger at male-dominated companies and organizations, telling them to wake up and recognize women as powerful forces in business. But could women be part of the problem, too?

The support team environment is a demanding one, where support agents can get easily burned out, leading to a high turnover rate. In this article, I focus on how adding gaming elements can boost employee retention by providing help desk agents with a sense of accomplishment.