Salesforce.com: Not Your Father's CRM Anymore

At Dreamforce 2011, Salesforce.com unveiled more capabilities in the areas of enterprise collaboration and platform as a service (PaaS). The company is making it clear...

salesforce.com Buyer's Advice

Info-Tech's buyer's advice will help you optimize spending on salesforce.com and avoid buyer's remorse.

Develop an IT Strategy to Support Customer Service

Take a business process management (BPM)-centric approach to model the desired future state of your customer service IT systems. Then develop an overall IT systems...
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CSM Platform RFP Template

A Request for Proposal allows an organization to provide vendors with a detailed account of the requirements and the expected capabilities of the desired suite. Create a...

Social CRM Project Charter

A social media project is a multi-departmental undertaking that must be managed well to be successful. Document the process in a formal project charter to keep everyone...

CSM Platform Vendor Demo Script Template

Use this template to support your business's evaluation of vendors and their solutions. Provide vendors with scenarios that prompt them to display not only their...

Project Charter

This template is designed to help you build a project charter in a timely manner.

Building Rock-Solid Web-Based Customer Service

Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. A...

Peer Survey Results Overview December 2010

Info-Tech recently conducted several surveys for our research projects. This document is a high level summary of those results and an introduction to the resulting research.

CSM Platform Opportunity Assessment Tool

Use this tool to assess your maturity and fit for a CSM solution.
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