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Viewpoints
Analytics and process improvement put you in control of customer experience.
A three-part framework for making data work for your business.
Focus on the right data to improve B2B market conversion rates.
An integrated strategy embraces the voice of the customer.
A high-performing sales team starts with a strong manager.
Transforming customer care through big data.
When it comes to satisfaction, don't underestimate the role of the contact center.
When implementation overshadows brand, executing rebates can be challenging.
How social media is forcing large companies to rethink CRM.
Watch these top key performance indicators to keep glitches from hurting your business.
Purchase behavior insights are key to customer retention.
Treating mobile as an afterthought is not an option.
Five tips to keep customers and employees happy without breaking the bank.
Treat your customers like guests at a party.
Technology officers need to move from obstructors to partners.
Give agents and customers a helping hand with marketing intelligence tools.
Customers who can help themselves are cost-effective business boosters.
Technology choices can fuel a company's success—or cement its failure.
Embracing the cross-channel approach is the only option.
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