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Viewpoints
How companies can reap the benefits
Customer-capable companies are driving cross-sell/up-sell revenue
How to improve the effectiveness and long-term success of social CRM initiatives
Adapting to a new marketing structure
Customer satisfaction versus offshore cost savings
How to use innovation to your advantage
What Watson means for the future of customer service
The dispute resolution mechanism is popular, but it may not be advisable for all businesses at all times
A B2B Approach to Leveraging Customer Interaction
Communicate early, be highly interactive, and automate
Big changes influence how digital marketers do business
Focus on innovation and improving the customer experience.
Mobile's central role in the coming cross-channel revolution.
How to foster customer focus within an organizational culture.
A maturity model for the Sales 2.0 era.
Electronic communications are meant to help manage relationships, not build them.
Why skill alone will never lead to sales success.
Reward your best customers by letting them behind the velvet rope.
The next step beyond social media monitoring.
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