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Articles: Customer Service/Call Centers
Magic Quadrant for CRM Customer Service and Support (CSS) Applications '06: The company maintains its Magic Quadrant dominance, although the emergence of a full customer service suite is still some time off.
A Gartner analyst predicts "positive but modest growth going forward" for CRM license revenue, as industry players continue to expand their offerings and quench their M&A thirst.
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
Retailers are in transition as they balance customer experience in the store and on the Web.
It is critical to make value creation everyone's job.
How on demand can fulfill your contact center needs.
Track after-the-sale customer issues, because 'It's not just about products.'
Business Problem: A company has little insight into timely customer or employee feedback.
Understand what performance metrics the customer thinks are important.
Outsourcing for the ethically challenged.
The next step in CRM is to incorporate customer feedback.
The business process and e-service vendor moves upmarket with .NET architecture, adding cross- and upsell capabilities to its engine.
A good Web site leads to customer acquisition and retention. Discover, American Express, and Chase have the best sites for experience, according to a new report.
Fully realized marketing plans help managers define the customer segments most important to their financial and strategic goals, according to a new study.
The midmarket CRM player, recently acquired by Francisco Partners, unveils IP voice functionality that could extend its relationship with GoldMine shops.
Not all sectors of online business are seeing substantial uptake in adoption and satisfaction, but the channel continues to gain traction for its accessibility and ease of use.
The company opens a new localization center in Ireland to streamline European operations; an industry analyst says the move also addresses differences in culture and marketing.
Japanese cell phone users are using new technology that allows consumers to gather company information by pointing the phone at a building.
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