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Articles: Analytics
Helpstream adds deeper integration and a bolstered best practices community with its latest release.
Merging social media monitoring with content management, the solution aims to help marketers find meaning and take action.
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
The successful utilization of social media by contact center agents remains several years away, according to new research from Datamonitor.
RightNow Technologies' latest release provides the company's answer to social media and customer service.
An Aberdeen Group study suggests it's not too late to begin tapping into social media to manage your brand reputation online. Not yet, anyway.
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.
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