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Articles: Enterprise CRM
So speak softly and carry just 140 characters.
After years of lagging behind, government agencies are now expected to provide the same level of service as their private-sector counterparts. Can they catch up?
In tough economic times, people are forced to dig a little deeper.
eTail West '09: Companies are either wallowing in uncertainty or else diving aimlessly into unknown waters -- either way, the brand takes a hit.
eTail West '09: With revenue down, retailers are having to rely more on analytics than ever before.
Magic Quadrant '09: This year's roundup shows continued investments -- and more than a few shakeups.
New research from Forrester warns companies to invest in customer service — or else.
Marketing must show its strategic value—or else.
Predictive Analytics World '09: A former Amazon.com executive shares the steps required to manage today's customers.
Citrix Online's latest release -- GoToAssist Corporate -- looks to ride the recession to expand into the market for remote support.
Nuance Communications' Mobile Care solution might be the answer for those looking to avoid automated phone systems.
Predictive Analytics World '09: With a goal of operational excellence, you can target the right customers and save money along the way.
Latest report from Forrester Research affirms high correlation between experience and loyalty across all industries.
A new study finds WFO had a very good 2008, despite the economic downturn.
Telecoms struggle with complexity.
Shocking new research finds many companies still don't fully understand their own customer service organizations.
Enkata launches a cloud-computing service focused on first-call resolution -- something, according to one industry report, that nearly half of all contact centers fail to even measure.
Forrester Wave on Listening Platforms '09: The analyst firm listens closely to a market segment that used to be known as brand monitoring.
New unified communication offerings are geared to help companies cut costs while improving customer service.
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