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Articles: Customer Service/Call Centers
CRM Evolution '10 — Day 1: Emily Yellin, author of Your Call Is (Not That) Important to Us, shares some customer service interactions of her own, and reveals the secret of the karmic footprint.
destinationCRM Exclusive: Infor, a provider of enterprise software solutions, launches a new intelligence-based email marketing tool.
The emerging tools and technologies have already influenced the outcome of this year's CRM Market Awards.
Six ways that the new Internet -- a mobile, social, and real-time Internet -- is changing the playing field for CRM and putting customers back in control.
The Social Godfather: The role of president and founder of consultancy The 56 Group LLC may be his day job, but Paul Greenberg is also author of industry bible, a prolific writer — and connected to everyone.
Integrating authentic, real-time customer feedback into CRM data.
Customer Experience Forum '10: A Forrester Research vice president demonstrates technology that can sense and recognize movement.
Forrester Customer Experience Forum '10: Forrester Research Unveils its Voice of the Customer Award winners
How to embrace social engagements in the contact center.
In an effort to provide better predictive analytics, Pitney Bowes pulls out its checkbook.
ThinkForward '10: The inaugural edition of Beagle Research Group's new award recognizes excellence in business processes, cost containment, and customer relationships.
The contact center specialist launches a new social CRM product to build communities comprising agents, consumers, and enterprises.
Tapping into the Franz AllegroGraph 4.0 database, the vendor shares its plans to invest in semantics to unite personalization and predictive analytics with CEM.
Sage Act! Mobile Live and Sage CRM version 7.0 offer customers mobility and usability.
Sword Ciboodle and SAS revamp the contact center with SAS Real-Time Manager, designed to predict customer behavior.
"Oracle failed to buy Market2Lead," says MarketBright CEO.
Sigma Financial turns sales into something more than spreadsheets.
Failed CRM projects of the past may lead to a promising future.
A cloud-based CRM implementation helps a digital sales agency drive its solutions into the future.
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