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Customer journey mapping vs process design: Do you know the difference?
Why are customer journey mapping and process design so important to the customer experience - and how do they differ? Andy Green explains.
Is your social media strategy creating value for all your stakeholders?
What you say on a public social platform will not just be heard by the stakeholder group you are targeting and to think so risks a gaffe, says Jack Springman.
Independent research report evaluates six leading email marketing vendors
 'The Forrester Wave™: Email Marketing Vendors, Q1, 2012' report evaluates six leading email marketing vendors based on 37 criteria. The report is a valuable resource for all email marketers, especially those currently assessing email marketing vendors.
Download the full report
Oracle reveals RightNow 'road map' to revitalise CRM
With the RightNow deal now closed, Oracle has become somewhat chattier about its intentions for the Cloud CRM firm.
Why your sales team aren't using CRM
 Getting sales reps buy in to CRM - hardly a new problem is it? Watch this free webcast now to see MyCustomer.com editor Neil Davey debate how today's CRM systems are faring with industry experts Sean McPheat and Kris McKenzie.
Watch now
Salesforce.com makes analytics u-turn after customer pressure
Salesforce.com is to include analytics functionality in some versions of its CRM software after bowing to customer pressure and performing a u-turn on its pricing strategy.
Digital London Summit and Showcase: 13-14 March 2012
 Connecting digital innovation, technology and creativity. Experience how London will become one of the most digitally connected big cities in the world, see how it will enhance its growing position as the digital capital of Europe and recognise what this can do for you and your business.
Register now
Salesforce.com targets SME 'sweetspot' with social service dashboard
Salesforce.com is hoping to level the playing field for small to medium-sized businesses with the launch of Desk.com, its new social media customer service dashboard.
Customer Contact Planning 2012: 23-24 April, Blackpool
 The must-attend event for everyone interested in delivering best practice, improving the customer experience and driving improvement in their contact centre operation. This conference offers an agenda containing a rich mix of topics and networking opportunities.
Register now, call 0333 123 5960 or email
events@planningforum.co.uk.
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