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Like a wise man once said, skate where the puck is going.
How to adopt—and adapt—CRM for a generation raised on mobile technologies.
True innovators jettison some "best" practices in favor of first practices.
Improve the customer experience with a content-rich, social-driven site.
Capture new markets — or reinvigorate existing ones — by reevaluating how those markets perceive your brand.
Enhance your brand with digital video.
Unless the concept is integrated into your operating strategy, your view is incomplete.
Break down internal silos to yield more-satisfied customers.
How credit card companies are making the most of their existing relationships.
Find the right partners to thrive in an economic recession.
Be prepared to act on customer feedback.
Forget the scripts — empower telesales agents to engage in a real dialogue.
Harness technology to improve the customer experience.
Boost customer retention by acting at the right time.
Hint: Desperate marketers rarely win.
Implement applications to support customer service and technology teams.
Only one of these two critical areas of investment requires capital expenditures.
The many disguises worn by software-as-a-service.
Three trends to adopt today for the cloud-enabled contact center.
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