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Articles: Customer Service/Call Centers
Moving beyond "on-message marketing."
You don't want social CRM. You want integrated customer intelligence.
With its latest launch, the social solution provider brings forward new reporting dashboards, mobile applications, and social network interoperability.
The Temkin Group outlines eight customer "megatrends," predicting how companies should engage with customers over the next three to five years to sustain the strongest relationships.
An Accenture in-depth survey reveals that while customer service investments in the two industries may be up, consumers remain less than thrilled with their experiences.
A single response is no longer sufficient, says Engage! author Brian Solis.
Two customers of communications provider Interactive Intelligence move their contact centers to the cloud—at least for now.
Join us in in congratulating the vendors leading the marketplace across 10 categories; eight Rising Stars making their presence felt; eight Influential Leaders inside and outside CRM; a long-overdue induction into the CRM Hall of Fame; and, best of all, four companies using CRM to connect with their customers.
A leading analyst firm assesses the CRM marketplace.
CRM Evolution '10: Your one-stop shop for all the links, coverage, and blogposts of this year's conference by the staff of CRM magazine and from around the Web.
CRM Evolution '10 — Day 3: Four executives, from four vendors of social media platforms, provide (at least) four answers.
CRM Evolution '10 — Day 2: ThinkJar founder Esteban Kolsky says the future of customer service will be service provided by customers.
CRM Evolution '10 — Day 2: Four of the industry's top CRM executives square off for the first time ever to share perspectives on the ever-changing world of CRM.
CRM Evolution '10 — Day 1: "Social will be like air in 2011," says Altimeter Partner Ray Wang in presenting the top use cases for social CRM.
How to keep Do-Not-Contact compliance risk from blowing up in your face.
CRM Evolution '10: As CRM magazine's annual conference gets under way, the ninth annual awards honor companies, customers, and industry visionaries for successes in the CRM marketplace over the previous 12 months.
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.
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