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Viewpoints
Bridging the cultural and IT systems divide.
Correcting tactics that don't meet expectations.
How to get paid for the value you deliver.
How to acquire and maintain loyal customers through mobile media.
SaaS represents the combined software architecture, delivery, and user interaction model needed to support hundreds of thousands of globally dispersed users.
Customer profitability is about nutritional profitable consumption and not just rival revenue consumption.
A 6-point agenda for sales and marketing executives.
Clarifying the current capabilities of speech leads to the conclusion that speech is ready.
CEM promises to be the new level of strategic differentiation and innovation for businesses.
It's vital to understand customer objectives and align them with the right tools and support processes through service level management.
Companies must understand the nuances and realities of the online selling environment.
How to better synchronize the Web and email to create more effective customer communication.
CRM's original value proposition is the responsibility of the entire enterprise--not CRM alone.
Even well designed CRM initiatives often overlook a crucial element of the customer relationship. Closing this gap can improve CRM results.
Marketers are long overdue in leveraging CRM learnings to make their demand-generation efforts more effective and profitable.
5 guidelines to abide by when choosing to integrate email into your CRM suite.
Contact centers are being charged with contributing to revenue growth, but if all the agents are offshore, who will execute that strategy?
Start with an audit of customer permissions, system security, and business rules for accessing customer data.
No longer is self-service simply a channel for businesses to sell or deliver products and services.
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