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Articles: Channel Management
Catering to this new breed of always-on customer will require a new approach to CRM.
The quality is still there for call center vendors, but other outsourcers are challenging their position, according to a consultancy's new research.
A yearly retail satisfaction index maps shoppers' preferences for product feedback--and its impact on online sales and satisfaction.
Europeans are set to double their online marketing spend over the next five years, thanks to consumer interest in the Web and marketers' growing affinity for online ads.
A new study says that, for consumers seeking health information online, relevance matters more than trust, and that search-engine optimization is a must for healthcare companies.
Focus on these best practices.
Simplifying the business will allow e-commerce managers to focus on core competencies that drive the top line.
The marketing technology vendor releases the latest version of its EMM solution, targeting the gaps across customer touch points.
Singapore and Canada get top marks for their customer service, says a new Accenture report that ranks 22 governments' customer service programs.
Bazaarvoice and MarketLive partner to offer an integrated e-commerce system complete with analytics and user ratings.
Hispanic online buyers will spend more on retail spending than any other minority group until at least 2011; incorporating customer product reviews is one way to cozy up to that market.
The Web experience management specialist delivers upgrades for two of its applications, letting them span an organization's needs.
A new study IDs the top performers in supply chain management and explains the importance of allowing the consumer to drive manufacturing and distribution strategies.
The makers of computers and other high-tech devices are finally getting around to answering their emails, one study finds; retail still rules the roost in response.
A recent study reveals that few companies are following best practices when it comes to a critical area of their commerce systems.
Although overall customer satisfaction is high, several companies are lagging as consumers' expectations continue to increase on a yearly basis.
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
A recent study shows that contact centers in all industries have similar goals and needs; teleservices is beating the pack in terms of low call abandonment.
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