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Stronger integration of customer data, online customer service, and company brand values seen as critical for turning large B2C call centers into revenue generators.
As social and mobile technologies transform shopping, retailers embrace innovative strategies for using customer conversations to stay close to consumers.
A recent partnership between three software companies aims to bridge the gap between sales, marketing, and CRM.
TreeHouse Interactive enhances its Marketing View software. Upgrades include Web services and integrated landing page analytics.
Verint's Customer Interaction Analytics portfolio includes text and sentiment analytics.
Gartner's MQ of EIA reveals that many vendors now offer e-mail archiving
Manticore Technology offers exciting new product enhancements and hints at future CRM integrations.
inContact aims to further service mid-market contact centers in providing their cloud-based workforce management solution.
Voice Experience Manager allows businesses to a identify a caller before they enter the IVR maze
Taking action on feedback collected through social media, mobile, and text analytics are at the top of the list.
In Part 2 of its study, Evoke CRM study ranks the most social CRM companies on the Web.
AMI-Partners research indicates that SMBs are steadily turning to mobile applications to cut down on computing costs and address the needs of an increasingly mobile workforce.
Vendor Deep Dive — Zuora, Part 1: The on-demand billing specialist recently unveiled four different editions of Z-Commerce for the Cloud, providing infrastructure for the pay-as-you-go business model.
New MyAccount application gives customers self-service access to their invoices 24/7.
The Forrester Wave: Enterprise Business Intelligence Platforms '10: Eight vendors qualify as Leaders in this year's report as industry-wide BI functionality and information management functionality improves.
With the launch of Conversation Center, the company adds another module to its Social Media Analytics platform.
MQ for EMM '10: Infor gets booted from an MQ for EMM that looks similar to the past two reports.
The Forrester Wave: CRM Suites Customer Service Solutions report evaluates 19 of the leading CRM suite solutions
Diane Clarkson, online customer service analyst, lays out the most successful social media strategies across departments.
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