CRM analytics can provide businesses with a wealth of information about customer behaviors, sales and marketing campaigns, website performance and more. We've put together this list of the top terms and definitions you need to know to understand CRM analytics and successfully analyze customer interactions.

As the economy begins to show signs of recovery, the contact center industry is expected to fare better in 2010. While budget challenges will persist, economic recovery is expected to kick in which will drive the focus back to customer acquisition. Apart from efficiency, focus on effectiveness and driving customer satisfaction ratings will also resume focus.

Do you have a Facebook account? Do you Twit on Twitter. In this CRM eGuide we look at a growing phenomenon called social networking and how it is changing the way companies interact with their customers. This eGuide serves as an introduction to how social networking is shaping the way customer relationships are evolving in the 21st century.

For 2010, as we come out of recession, Suganthi Shivkumar, Managing Director, South Asia for Informatica, sees that more companies will emphasis the need on adopting pervasive data hygiene to maximize their solutions’ potential.

After all the bad news of 2009, we are certainly ready for some good news. In the contact center space, expectations are high that 2010 is going to be a banner year for everyone. But to get ahead does require a bit more than having a telephone and a sweet voice.

Social computing and social networks have provided consumers with a new way to gain insight into what's happening around the world. Real-time multitenant cloud computing offers small companies the critical advantage of being nimble and quick to respond, which allows them to scale up or down immediately.

Increasing customer expectations is driving organizations to change the way they interact with customers. SAS Institute's Jason Tang offers his observations on what works.

Jason Tang, head of Practices and Solutions, SAS Institute Hong Kong, predicts that real-time analytics will be a major force in CRM implementations in 2010.