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Viewpoints
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.
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.
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