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Articles: Enterprise CRM
SugarCon '10: Keynote speakers impart their wisdom to attendees, with the key message to become "a company like me" for every customer.
G-Force '10: Genesys Telecommunications Labs' updated customer service suite promises to manage customer conversations across channels and time.
SAS Global Forum 2010: The business analytics giant aims to help medium and large enterprises understand customer sentiment and respond.
CloudForce 2010: Pushing Sales and Service further into the "Cloud 2," introducing Chatter for Force.com, and unveiling a Chatter-specific AppExchange, Salesforce.com continues to embrace social media, collaboration, and the "Facebook Imperative."
The mega-vendor makes a handful of CRM announcements and heads into two new verticals.
CIM Version 9 brings forth social media monitoring, community integration, and new support functions all wrapped up in the company's notion of the "social customer."
In the first major move since its recent restructuring, the German giant makes a play for the Enterprise 2.0 space — and beyond.
Get customers involved in your decision-making with on-demand enterprise content management.
With the launch of its ReadiMetrix product family, the on-demand BI vendor hopes to deliver "insights-as-a-service."
Integrate systems and share data to deliver a better, more-holistic customer experience.
Monitor your customer service operations — and improve the customer experience — with process analytics.
Jay H. Baker Retailing Initiative/Wharton Interactive Media Initiative '10: The chief executive officer of Home Shopping Network details how to engage customers and improve service.
The latest launch from the enterprise feedback management vendor involves a flexible application toolkit, PowerPoint integrations, and more-intuitive designs.
Social media may be hot, but don't leave contact centers out in the cold.
Two months after rejecting a bid by CDC Software, customer experience management vendor Chordiant strikes a deal with a leader in the BPM space.
With InQuira OnDemand, the vendor debuts online versions of its Web Self-Service and Contact Center Solutions.
With Jive Ideation, the social business software provider integrates idea management into its portfolio.
Don't just manage relationships—develop them.
Magic Quadrant for Contact Center Infrastructure '10: As the market weathers a second year of overall decline, Avaya now holds approximately half the global market share by revenue.
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