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Articles: Integration
A new Gartner study reveals strong growth in the overall outsourcing market -- but even stronger growth in the business-process outsourcing most critical to CRM.
The $157 million deal unites a key online retailer and a marketing specialist, putting e-commerce and email marketing under one roof.
A new measurement can provide the power to explain what went wrong.
Growth may not equal success: One study finds more than one-third of businesses using WFM in the contact center are not satisfied with the WFM process or with the available software.
Big Blue snaps up AptSoft, a provider of software designed to help companies make real-time decisions.
A new survey by the Aberdeen Group reveals the benefits of -- and secret to -- bringing together the feuding departments.
The e-commerce solutions provider strives to further its commitment to personalization with a new acquisition.
The telecommunications powerhouse promises the new release will help businesses improve the overall customer experience -- and cut costs.
The deal spotlights the ever-increasing importance of social networking, particularly in the B2B space.
A new Forrester Wave reveals vendors boasting growing functionality, but a comprehensive, easy-to-use solution remains elusive, even for leaders Unica and Aprimo.
The Force.com platform becomes the first software-as-a-service offering to allow pay-per-login pricing, but the company's CRM applications aren't included.
Three months after the initial $6.7 billion bid, the juggernaut of enterprise computing pays $8.5 billion for its rival in the middleware market.
With Amdocs CES 7.5, the company looks to usher in a new era in which consumers control the purchasing process.
As shareholders approve the acquisition by Big Blue, the business intelligence provider updates its flagship product, aiming to make information-sharing smoother and more accessible.
With the advent of Web 2.0 and other technologies, the CRM landscape may look vastly different in the not-so-distant future. Or will it?
Consumerization, software-as-a-service, and several other industry developments are affecting how application vendors approach smaller organizations.
Companies are beginning to see the technology as an essential part of customer service strategy.
Succeed -- or fail -- based on just a few key decisions.
A new study by Gartner identifies the top priorities for any business trying to improve its customer service.
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