Knowledge management programs, delivering just-in-time customer information to service reps via integration, disaster recovery via the cloud, and social customer service lead our list of top projects for 2013.

Seeking growth despite the uncertain economy, numerous businesses are centralizing their sales teams, backed by a single cloud-based CRM application.

The electronics giant adopted salesforce.com to more accurately forecast sales and to provide a single point of contact for all of its B2B customers.

Many businesses have been asking us whether they shouldn’t just move their contact center wholesale to the cloud. Here’s our response.

When it comes to providing great service, customers expect you to hear their cries via social networks.

Embracing social CRM offers significant potential marketing, sales and service upsides. But you’ll need to handle social CRM correctly to benefit from maximum business impact.

Want to improve customer service? Start by asking the right questions. Here are 5 essential questions, with Innoveer’s UK consultants citing customers’ choices.

What’s the next, best step for your customer service program? To improve customer satisfaction, efficiency, and revenues, first understand where your service program lags and excels.

Five thousand people crowded into Cloudforce New York to hear Marc Benioff, “cloud computing’s most evangelical spokesman” present Salesforce.com’s strategy and products. Attendee reaction was very enthusiastic, rivaling the level of excitement generated by Carmelo Anthony joining the NY Knicks.

Succeeding at customer service measurement requires establishing clear metrics to measure against various benchmarks. Measurement ensures that organizations treat customers with respect. Anticipating the problems they will encounter also enables customer service operations that don’t always have to put out fires. Instead, they can be used to proactively increase customer satisfaction, and that makes everyone happy.