Most research into digital focuses on what it is. Accenture takes a more commercially minded approach in its research: it wants to know how you make money out of digital.
The new rules of marketing and business engagement are taking on a life of their own in the SME market. Here is one example.
While the enterprise media fusses on vendor minutia, vital conversations go unrecorded - or so Vinnie Mirchandani contends.
So now we get under the skin of the social in CRM and its application in social business.
Customers who are used to pre-planning the rollout of new software versions over several months or even years will be pleased to learn Workday has reduced the number of annual upgrades.
The customer experience is a term that has been picked up by many brands. Many see it as a substitute for the broader panoply of CRM. that's a mistake. Here's why.