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Articles: Analytics
Your customers are increasingly connected — to you, to your competition, to each other — but you're not supposed to be the center of every network.
An exclusive excerpt from the new book, The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff, by Salesforce.com's Clara Shih.
Financial software developer Advent uses InQuira to show it's what you know and who you know.
By focusing on connecting employees, a socially entwined culture benefits clients.
CRM magazine's Social Media Maturity Model, the launching pad for a discussion of the next five years of social media.
Social networking has the potential to transform the day-to-day operations of customer service representatives.
The social Web is about to evolve — again. Are you ready to evolve, too?
An alphabetical glossary of what you need to know about social media.
Active engagement gives us a chance to better understand the customer.
CRM magazine's in-depth report on the state of social media in CRM.
A new Aberdeen Group report contends that BI could cost your organization more than you think, but some investments can help avoid budget blunders.
Fewer than half of all organizations have a defined strategy regarding customer data, according to research by Experian QAS.
Using data from Omniture SiteCatalyst, Quantivo aims to perform deeper analytics, faster.
Kazeon Systems' latest triad of products targets a globally distributed workforce.
Exclusive First Look: A new Forrester Research report, due out on Wednesday, shows an industry segment lurching through a tricky middle stage, but one that will continue to blossom in coming years.
As the iPhone App Store emerges as a significant brand-building platform, the phrase "There's an app for that" has become a catchphrase for consumers and businesses alike. But is it the right place for you?
Segmentation and analytics drive revenue generation and loyalty.
Where 2.0 '09: As geolocation expands beyond mere mapping technology, location data can provide sociological insight -- but it also represents a significant risk to privacy.
The vendor's packaged solutions target three specific pain points in the contact center.
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