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Articles: Customer Service/Call Centers
Social media and CRM converge at the Wharton School of Business.
A new survey shows the importance of CRM to customer loyalty.
Aberdeen Group fleshes out the top reasons for business intelligence investments among small-to-midsize businesses.
AMI-Partners reports 100 percent growth in interest among small-to-midsize businesses in managed software and services.
Enough with the promotions, customers demand better service.
RightNow Technologies continues to target larger contact centers, with its August '09 edition offering expanded graphical workflow capabilities and trending/analytics features.
destinationCRM.com Exclusive: Company executives and industry pundits alike are calling the move another major win for the hosted contact center delivery model.
CRM Evolution '09: CRM consultant shares tips for barreling through the economy and thriving in a post-recession world.
CRM Evolution '09: Your one-stop shop for all the news and coverage coming out of CRM magazine's annual conference in New York.
Despite an uptick in business activity, Pear Analytics says the majority of Twitter posts contain "Pointless Babble."
Driven largely by the search engine giant, e-business receives a customer satisfaction score of 81.5 this quarter, up from 79.3 a year ago.
The Market Awards are done, but there's so much left unmocked!
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
Your local street-food vendor can teach your company a thing or two.
How CRM and advertising can help you court the best customers.
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
A visual depiction of the Forrester Research guidelines referred to in Ray Wang's Tipping Point column in the September 2009 issue of CRM magazine.
SpeechTEK 2009: The keynote presenter on Day 2 argues that 90 percent of new-customer interactions involve moments of truth that are delivered by technology or technology-enabling personnel.
CRM Evolution '09 — Day 3: CRM thought leader Denis Pombriant traces the origins of customer experience, and suggests it should not be our sole focus.
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