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Articles: Channel Management
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
The Journey of Implementation — Part 3: A successful social media initiative merely opens up future possibilities.
Find the truth hiding behind the brand.
If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger.
Shop.org Annual Summit '09: With 90 percent of households reporting a reduction in shopping,
Shop.org Annual Summit '09: A record number of attendees gather to learn strategies for the changing e-commerce landscape.
More retail merchants are on Facebook and Twitter than they are employing customer reviews and viral videos, according to a survey by The E-tailing Group.
Social business solutions company adds social monitoring to its offering and aims to enable collaboration and engagement.
Gartner CRM Summit '09, Day 3: Connecting with customers relies on the power of influence.
Gartner CRM Summit '09, Day 2: Analyst Gene Alvarez emphasizes the strategic importance of expanding e-commerce with the power of Web 2.0 technologies.
Gartner CRM Summit '09, Day 1: CRM analyst Michael Maoz says not only are consumers losing trust in corporations, but they are managing more aspects of the relationship.
The social media monitoring company extends its truCast Suite and segments its capabilities based on user needs.
The technique to achieving marketing-sales alignment.
Pundits say the $1.8 billion deal — uniting a provider of development platforms with arguably the predominant player in Web analytics — has the potential to finally make measurement a powerful aspect of interactive media.
By containing that risk, you can achieve greater customer value.
The CRM vendor scoops up a social networking and community platform provider for $6 million to expand its social CRM offerings.
The company releases Service Cloud 2 with innovation around Knowledge, Answers, and Twitter.
A new survey shows the importance of CRM to customer loyalty.
Enough with the promotions, customers demand better service.
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