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Viewpoints
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.
How CRM can help neutralize the danger zones.
Your real customers are the individual decision-makers within an organization.
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.
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