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Articles: Channel Management
An Accenture in-depth survey reveals that while customer service investments in the two industries may be up, consumers remain less than thrilled with their experiences.
The veteran in this year's class, Open Text knows that customers consume content
With the purchase of CoTweet, email marketing specialist ExactTarget is ready to deliver results
For small businesses looking to connect, BatchBlue Software has some connections of its own.
A standout in the vast arc of social listening, Radian6 allows users to take a first step toward engagement
The analytics specialist launches ClickFox Pulse, an analytics dashboard to capture the "pulse" of customers' experiences.
In what one industry analyst calls a "good move and a very good choice," IBM expands its content management and business workflow capabilities by purchasing data-capture vendor Datacap.
A single response is no longer sufficient, says Engage! author Brian Solis.
Two customers of communications provider Interactive Intelligence move their contact centers to the cloud—at least for now.
CRM Evolution '10 — Day 2: Ovum research analyst Ian Jacobs envisions the future of location-based customer interactions.
CRM Evolution '10 — Day 2: Four of the industry's top CRM executives square off for the first time ever to share perspectives on the ever-changing world of CRM.
CRM Evolution '10 — Day 1: "Social will be like air in 2011," says Altimeter Partner Ray Wang in presenting the top use cases for social CRM.
How to keep Do-Not-Contact compliance risk from blowing up in your face.
CRM Evolution '10 — Day 1: Beagle Research Group founder Denis Pombriant details the three economic challenges that will forever alter CRM.
The emerging tools and technologies have already influenced the outcome of this year's CRM Market Awards.
Six ways that the new Internet -- a mobile, social, and real-time Internet -- is changing the playing field for CRM and putting customers back in control.
Forrester Customer Experience Forum '10: Forrester Research Unveils its Voice of the Customer Award winners
How to embrace social engagements in the contact center.
In an effort to provide better predictive analytics, Pitney Bowes pulls out its checkbook.
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