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Articles: Customer Service/Call Centers
The $17.8 million cash purchase of email deliverability specialist Pivotal Veracity is intended to help the marketing automation pioneer compete with best-of-breed email service providers.
In response to the demand for cross-channel marketing functionalities, the research firm publishes its first report covering this trend.
With the launch of Business Objects Sustainability Performance Management, SAP wants to provide companies with holistic views into their sustainable strategies and actions.
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.
After closing deals at the end of 2009, the social media agency aims to deliver a broad suite of social media capabilities.
The social business software provider buys a social media monitoring company and plans to extend social insight across the entire enterprise.
In Forrester's Annual survey, Barnes and Noble, Marriott Hotels, and Hampton Inn and Suites deliver the best experiences.
A recent DMG Research study on UC examines major players, trends, and a potential wild card that could shake up the space.
NRF Annual '10: Consumers are looking for value that goes beyond just a price cut.
NRF Annual ‘10: With the worst of the economic recession behind them, retailers must seek new growth opportunities through jobs, innovation, and international expansion.
Survey reports that working together makes everyone stronger.
True innovators jettison some "best" practices in favor of first practices.
The company's latest offering looks to tie individual agent performance more closely with corporate initiatives.
Greg Gianforte, CEO of RightNow Technologies, stresses mobile and social media interaction at RightNow Summit '10
A private equity firm's acquisition moves the customer experience management player out of the public sphere.
Another year older, another year stronger-social media continues to gain momentum in the business world.
Large retailers are seeing record numbers in customer satisfaction but small and midsized businesses still feel the pain of the economy.
Unable to connect social media to quantifiable results has made marketers wary of the investment, but this year may be the year all that changes.
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