Part 1 of a four-part series. CRM needs services-oriented architecture (SOA) to realize its potential. To grasp that point, you need to understand SOA, but you also need to see how CRM has, from the ...

There are few things worse than needing to call a customer service agent for help. Stubbing your toe? Maybe. Working on Christmas? Probably. Hearing the final score of a game you DVR’d? Definitely.

A solid customer master data management system should give you design and functionality freedom, whether for marketing, service, sales or support, or anything else. That way, you can cope with all ...

For years, the goal of marketers was to understand the customer so well, they could respond to their every need, while creating content specifically geared to their wishes. Adobe Cloud Platform has ...

Gathering customer information in a CDP is about understanding your customers better and delivering more tailored experiences, but getting that information where it needs to be to make that happen has ...

Amazon.com won an important legal fight to preserve its customers' privacy by persuading a court to reject requests for 24,000 customer records made by federal prosecutors in Madison, Wis. Documents ...