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The always-connected customer prefers self-service smartphone applications.
The competitive advantage of getting to a lead first.
Knowledge-based technologies are now essential to the customer experience.
We're facing a period of significant change — and measuring the impact of change is what CRM does best.
Virtual agents are the newest channel for customer service.
Definitely not all for one and one for all.
Universal profile management directs all relevant communications through the channels that customers prefer.
Social CRM and next-generation customer service.
The execution of live chat can make or break the conversion.
How to tailor online customer experience to boost loyalty and drive revenue.
Don't let chaos turn the dream of entrepreneurship into a nightmare.
Today's customer leadership requires a new approach.
Social media success is often hard to spot, but you need to know where your industry is headed.
The steps you must take in an increasingly collaborative world.
Figure out why they do it, and you can foster a positive brand conversation.
You can nurture leads using the resources you already have.
Moving beyond "on-message marketing."
Become more relevant in an increasingly digital, connected, and social world.
Whether your strategy is operational excellence, product innovation, or customer intimacy, CRM is essential to achieve customer satisfaction. So how do you choose?
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