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CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy. True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time. This allows customer facing employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from cross-selling and upselling opportunities to target marketing strategies to competitive positioning tactics.
Despite boasts that "the customer is king," a new report finds that consumer insight isn't getting a seat at the table.
Accenture's Social CRM report reveals the trio of obstacles to overcome when developing a social strategy.
Reports point to the emergence of a new social group and help marketers act upon the various segments of online participants.
With real-time alerts and notifications, the lead generation solution provider helps users be even more proactive when it comes to Web site activity.
Two research reports outline the drivers of growth for open-source business intelligence -- and what customers can expect as the market matures.
Net Promoter Conference '10: Three companies reveal the secrets to delivering high-quality customer experience.
Net Promoter Conference '10: Satmetrix CEO encourages companies to move beyond the "zone of tolerance" to redefine customer experiences.
Announcing the exit of Chief Executive Officer Léo Apotheker, SAP returns to a "Co-CEO" format, appointing Bill McDermott and Jim Hagemann Snabe to split leadership duties.
After weeks of rampant speculation -- and just six days after Informatica and Siperian dashed to the altar -- IBM and Initiate finally tie the knot, adding yet another variety of master data management to Big Blue's arsenal, and extending its reach into the healthcare and public sectors.
"This acquisition rounds out our MDM strategy beautifully," says Informatica's CMO.
The analyst firm gives its CRM forecast for upcoming years.
The purchase allows the life sciences CRM vendor to increase the breadth of its OneKey healthcare data.
The vendor's latest release focuses on enhancing the customer experience by enabling companies to be connected.
Information technology research firm expands its offerings with two recent acquisitions.
Enterprise solution provider is keeping busy with a new edition as well as a new addition.
With its Extended Customer View for financial services firms, the MDM vendor — acquired today by Informatica for $130 million — puts the emphasis on relationship-based insights.
Information Industry Summit '10: Panelists share their secrets to shaking up the information industry.
Online community provider extends its private network to Facebook and Twitter.
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