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Articles: Enterprise CRM
The real revolution is enabling customers to define their own interactions.
An antivirus company turns pro-self-service.
Transparency and authenticity are the cornerstones of trust between a company and its customers.
Just as you finally come to grips with CRM, the customers themselves have turned the tables—and now they're managing you.
The flatter the world, the further the reach of the empowered customer. In his new book, Flip the Funnel, Joseph Jaffe explains how that may finally bring down silos once and for all.
Divining the right path requires the right data.
Innovation is the only thing that can help—and you may be overdue.
Microsoft Convergence '10: At this year's business solutions event, the Microsoft team announces extensions to CRM Dynamics Online and previews the next generation of Microsoft CRM.
Magic Quadrant for CRM Customer Service Contact Centers '10: New players join Oracle Siebel, Microsoft, and Salesforce.com as the market seeks to empower agents and deliver next-generation service.
The vendor partners with business intelligence player MicroStrategy to deliver call analytics to the contact center.
With basic CRM no longer a differentiator, the automated "pushing" of sales intelligence may determine who sinks or swims, according to a recent report from Aberdeen Group.
In a definitive agreement, the software-as-a-service pioneer will absorb the provider of crowdsourced business data.
The economic upswing spawns a return of the $100 million CRM project, according to a Gartner analyst.
SuiteCloud '10: Distinguishing the real from the fake, CEO Zach Nelson announces some very real deals around cloud-to-cloud integration, vertical extensions, and code-less workflow development.
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.
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