Phase 2 of the pharmaceutical firm’s CRM project involves eliminating customizations and refining sales processes to balance growth with efficiency.

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

Planning your attack for the upcoming Dreamforce 2011? Here are the nine parts of the conference you won’t want to miss.

Service Cloud offers built-in integration with Facebook and Twitter. But users must also rethink their business processes to better support customers via social networks.

Who should use Force.com, the cloud computing platform for Salesforce.com? In a word, anyone who wants to push their CRM capabilities farther, faster.

Should you move your call center to the cloud? The answer depends on whether you can handle the downtime, or the uptime.

Heading to Dreamforce 2010 from December 6–9 in San Francisco? Here’s a cheat sheet for the 10 essential sessions to visit.

It’s not every day that you get to hang out with a former president of the United States. Join us for a cocktail party after Bill Clinton’s keynote at Dreamforce 2010.

Can SaaS and open source applications make call centers better?