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Articles: Channel Management
The low-cost channel isn't always the right channel for customer service.
The top 5 questions an organization must ask prior to implementing CRM.
Search engine advertising ROI rocketed past Q3 figures.
A good online customer experience can have extended word-of-mouth benefits; slow response times jeopardize millions in potential revenue gains.
The number of consumers who use online self-service is high, but satisfaction continues to lag.
The company uses Coremetrics to determine which online marketing initiatives are bringing in ROI, and which are not showing results.
A new report highlights the unique role telecommuting agents play in the rapidly changing call center workforce.
Most companies have yet to centralize how they own the customer experience.
Smaller companies are finally providing a long-expected boost in CRM adoption rates, but curbing overall IT-spending growth.
There's job satisfaction in solving customer problems.
Latin American companies add flavor to their services.
Scouts Canada integrated its nationwide membership by unifying data.
To maximize results, personalized portals must closely align with CRM.
The new 11i.10 release is designed to give companies a more holistic view of customers.
Critical for success is a balanced solution that meets the needs of both an organization and its customers.
The utility company uses e-billing to shift customers from the phone to the Web--and has upped customer satisfaction in the process.
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