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Articles: Channel Management
Akamai Technologies needed to step up its Web-content delivery efforts on behalf of the music television network.
There's a lot going on inside the customer's head, whether you put it there or not. What are salespeople up against?
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Being a shortcut means enhancing your value to those around you.
Why mobile shopping—"m-commerce"—is finally getting a move on.
The candy brand integrates its messaging across Twitter, Flickr, Wikipedia, YouTube, Facebook, and elsewhere on the social graph.
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
Have retailers, desperate for survival, abandoned their commitment to the customer experience?
Speech-enabled interactive voice response systems now involve other customer channels.
In a tight economy, companies try to cut operating expenses wherever they can.
Stress levels brought about by the economy are making people more combative in their everyday lives.
In a down economy, consumers are vulnerable to Internet scams, but many government and Internet retailers are still neglecting to implement preventive measures.
New research points to a growing but immature market, populated with "a great mass of junior analysts who…can get quite confused about the depth of all these issues."
The features in the company's Spring '09 release aim squarely at its target market, says one industry analyst.
The company's latest release represents "a major step" forward for its contact center solutions, according to an industry pundit.
Deliver exceptional customer service through text.
Expectations are high for the new administration, and even with the first "President 2.0" in office, government Web sites are slow to change.
Aberdeen Group reveals that, as technology budgets are slashed, organizations are deploying new methods to meet the mobility demand and to appease "pro-sumers."
Social media has only just taken off, says Forrester analyst Jeremiah Owyang -- and his "Future of the Social Web" report says social networks and marketers will have to change their strategies. "Bad things will happen," he says.
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