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Articles: Customer Service/Call Centers
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.
New research from Strativity Group finds consumers are willing to pay a premium for goods and services if companies deliver quality experiences.
With SMS on the rise, one pundit says the vendor's latest offering will help drive more business.
Break down internal silos to yield more-satisfied customers.
Site satisfaction calls for improvement as customers increasingly look online for information about their health.
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