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Articles: Customer Service/Call Centers
If banks want to improve their approach to CRM, they'll first have to improve their definition of the customer.
The enterprise feedback management vendor scoops up an online-survey software player.
Consumers continue to look for additional value through loyalty programs. Millennials show the highest increase in participation.
A new Forrester Research report highlights the return on investment in social media communities.
The Harte-Hanks software division's Version 12 refreshes real-time validation capabilities, business-rules sharing, and dashboard interfaces.
Cruise through with effective supply chain management.
Bolstering search, integration, and queuing, the company looks to emphasize hard ROI and customer satisfaction in its latest release.
Magic Quadrant for CRM Service Providers '09: The market for CRM consulting and solution implementation services grew in 2008, but the next year will bring challenges for all providers, including the foursome Gartner rated tops: Accenture, Capgemini, Deloitte, and IBM Global Services.
The listening platform provider brings social media analysis to the CRM world.
Oracle releases financial results, announces the departure of an influential leader, and creates news around its Fusion Middleware Apps.
By integrating data collected by its recommendation-engine partners, Responsys aims to help clients deliver highly personalized emails.
The answer involves more than just "always be closing."
AMI-Partners research indicates that small businesses aren't as slow to get social as some have contended. What's driving adoption? The blurring of the lines between professional and personal uses of social networking.
Travel Dynamics International finds that adding a real CRM system can lead to unexpected destinations.
For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge.
New York Life streamlines its workforce, vastly improving internal metrics.
Since roadblocks on the implementation superhighway often come down to human factors, we've collected 10 of the most common and the most costly — to help you avoid them.
A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.
A variety of applications promise revenue generation and cost reduction.
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