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Articles: Enterprise CRM
The analysis of recorded customer interactions promises to help build better customer service strategies.
SAPPHIRE '09: Keynote addresses by several SAP executives reflect the company's desire to quickly deliver business value for companies during the downturn.
Sage Insights '09: Executives outline the future for Act! by Sage, SalesLogix, and Sage CRM products, and discuss the company's "transformational year."
The email marketing vendor brings social capabilities to the inbox, and has reasons of its own to celebrate.
Address the mess to improve your appearance in customers' eyes.
The vendor's new SalesView Buzz tab aggregates social networking information and integrates the data directly into CRM systems, providing richer context around sales leads. The problem? A significant amount of data on the social Web is simply wrong.
SAPPHIRE '09: SAP co-CEO Leo Apotheker lays out his company's roadmap to navigate the economic crisis. "The only antidote to uncertainty is clarity," he says.
Only 16 of the top 100 Internet retailers -- including perennial leaders Netflix and Amazon.com -- improved their satisfaction scores, but the majority of e-commerce sites lost ground. Also, research firm Gartner offers cost-saving tips.
Analyzing the gap between what executives promise and what their companies deliver.
Is MetraTech's latest solution agile enough to tackle the recession and greenfield opportunities?
Magic Quadrant for MCM '09: A tough economy calls for tough, but cheaper, solutions.
Illuminating the agent/customer interaction.
The latest edition of E-Business Suite offers a medley of enhanced capabilities, from compensation incentives to supply chain management. Also, Oracle waives first-year Extended Support costs for some customers.
A financial-trading facility gets a new recording system in less than two weeks—and saves $292,000.
Akamai Technologies needed to step up its Web-content delivery efforts on behalf of the music television network.
There's a lot going on inside the customer's head, whether you put it there or not. What are salespeople up against?
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
How have retailers fared in the twitterverse?
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