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Articles: Analytics
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
The next step in CRM is to incorporate customer feedback.
IBM releases portfolios to help companies shift to new management approaches, because leveraging info as an asset helps build ROI.
An industry analyst says the move validates data quality's role in BI, and makes more sense than the purchase attempt of Firstlogic by Pitney Bowes.
Gartner predicts strong growth for this rapidly expanding market, but not before companies start to look at BI as the means to strategic IT planning.
Organizations can ensure that their CRM systems and the people using them can fulfill their potential.
Industry pundits expect Google and Microsoft to shake up the market.
The hosted app will launch in February; the company outlines its midmarket plans for 2006, and sees strong 2005 revenue numbers.
Magic Quadrant results show that a large number of niche vendors offer complementary solutions for specific aspects of the industry.
Cunard Line customers demand a full refund after the liner hits a sea wall and the ship's operator makes itinerary alterations; analysts caution against trying to please everyone.
Oracle updates progress and road maps for its SOA middleware platform one year after its inception.
Salesforce.com's application marketplace emerges from its preview phase as part of the company's Winter '06 release with 160 listings.
Clementine 10 enables companies to incorporate Web surveys and site behavior into predictive models and to export information into Excel spreadsheets.
Magic Quadrant '06: The analyst firm expects the business intelligence market to experience sustained growth as the technology includes more users within an organization.
Its new suite version extends contact center prowess to small businesses through hosting.
Leading manufacturers are integrating their processes to serve customers, and will seek to improve performance by focusing on data integration, analytics, and BI.
CDI must evolve to deliver customer information wherever and whenever it is needed.
An evaluation observes that standardization is growing as a trend, but that dashboards are driving BI adoption.
A large publishing company turned to data cleansing to power up its enormous customer database.
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