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Articles: Enterprise CRM
Email-collaboration provider Zimbra sheds complexity, opts for simplicity—and achieves better results.
Delivering quality customer service means making quality shots.
To cope with the recession, more organizations are looking to predictive analytics for answers.
Readers tell us what they think of "social" technologies.
The end of on-demand business intelligence provider LucidEra, captured on the public tweetstream.
SAPPHIRE '09: SAP executives stressed the emerging need for transparency among all enterprises. Did the message ring true?
Consumers are looking for you on search engines—but are you there to be found?
A new paradigm calls for a reassessment of an industry metric.
Trade-Offs, Part 2 — The Technology Side: "The end of software" doesn't mean the end of software headaches.
Performance management is a contact center requirement.
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
Industry experts—including some LucidEra investors and competitors—speculate on the reasons behind the fall of an on-demand business intelligence pioneer, and LucidEra customers talk about how they'll cope with the loss.
Business intelligence software defined a certain stage of maturity with CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM — by making it affordable.
"Healthcare" and "customer service" don't have to be mutually exclusive.
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
Proven business strategies abound—even new ones.
A decline in email responsiveness creates enormous opportunity.
Looking to enhance its business analytics capabilities, Big Blue adds the predictive analytics pioneer to its list of more than a hundred companies acquired in the past decade.
CRM player plans to integrate proactive service offerings and to focus on point solutions.
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