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Articles: Enterprise CRM
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.
The upstart provider of collaboration solutions releases Socialtext 4.0, the latest edition of its enterprise social software platform.
CEO Greg Gianforte introduces the vendor's new Cloud Service Agreement and calls out CRM competitors for not delivering on the true promises of software-as-a-service.
With its February '10 release, the customer experience vendor deepens its social functions, bridges communities, and expands monitoring features.
How the recession brought marketing and customer service closer together.
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