Think it’s cheaper to upgrade to a new version of on-premise Siebel than to use cloud CRM? Don’t be so sure. For 90% of projects, cloud CRM now provides more business benefits, much more quickly, at equal if not better cost. But is your in-house Siebel CRM team ready to hear that?

Worried about tackling service via Facebook or Twitter? See to your self-service website and customer-centric focus first.

Five capabilities will make or break your lead management program. Learn what they are, and how to master them.

Can customer service be more efficient, but still facilitate an excellent customer experience? The question is pertinent because consolidation—an old service story—is more relevant now than ever. But what’s the best way to consolidate a service or contact center?

What is your web strategy? Are you monitoring the appropriate sites for content related to your brand or products? Do you have a user-driven content function on your site? Because users are discussing your products.