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Articles: Channel Management
Attensity's new Market Voice solution strives to harvest customer insight from both direct and indirect channels.
Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.
RightNow Technologies' latest release adds chat and surveys to its multichannel customer-care arsenal, seeking to capture the voice of the customer.
Magic Quadrant for CRM Customer Service Contact Centers '08: Foreseeing a "revolutionary" future for the contact center customer service market, the latest Gartner Magic Quadrant for the sector extends the multiyear Oracle/Siebel winning streak, and highlights the continuing value of niche players for verticals.
The CRM vendor enhances sales force features and contact management through intricate integration with Microsoft Outlook.
Microsoft Convergence 2008: While some analysts leaven criticism of Microsoft's Dynamics offerings with restrained praise, one recent report suggests the company "continues to lag rivals significantly" and should give up on CRM entirely.
Varonis excels beyond Excel and into marketing automation.
A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.
LiveOps' Spring 08 On-Demand Call Center Platform comes amid widespread thinking in the industry that customer service's future lies with hosted and managed contact centers.
5 keys to sustainable self-motivation.
New research shows about two-thirds of businesses are using the latest tools, but there are questions over the extent of penetration.
Is on-demand marketing the way of the future?
Critical information is still bound up in cumbersome spreadsheets.
The expanded partnership between eVergance and Jive Software underscores a growing need to provide tools enabling online consumer forums.
Manage the performance, result by result.
Marketo smooths out pay-per-click campaigns that were costing more (and producing less) than they should.
Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM?
SAP and Microsoft make big moves to embrace smaller customers.
The deal spotlights the ever-increasing importance of social networking, particularly in the B2B space.
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