Slice of Life

RBC Royal Bank has opened a window on the unmet needs of its customers-and grown its market share-using segmentation.

CRM Wake-Up Call

How to transform your call center from a budget drain into a source of competitive advantage.

A Travel Guide to Collaboration

To help would-be collaborators understand the lay of the land, this guide to collaboration offers an overview of types of collaboration and their benefits, a look at potential challenges, and a roundup of collaboration best practices and technologies that companies such as Procter & Gamble, the Chicago Mercantile Exchange, BAE Systems and Visa are leveraging to make collaboration pay off.

Fighting Phish, Fakes and Frauds

Companies on the front lines of the phishing wars share tactics for making their sites spoof-proof and protecting online transactions.

Escaping Excel Hell

Still using Excel to plan your budgets? Still frustrated by inaccurate forecasting? Help – called active financial planning – is on the way.

Read Part 2, “8 Ways to Take Control”

Putting Your Money Where Your Mouthpiece Is

Companies spend a lot of money to acquire new customers. Poor service is the fastest way to lose them. Is your company’s call center doing everything it can to keep its customers happy?