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Articles: Enterprise CRM
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
With customer loyalty an ever-more-fleeting commodity, businesses must deliver consistent -- and consistently high-quality -- service. In the five stages that define CRM maturity, is your company among the leaders? Not knowing means you're not there yet.
Business Problem: Marketing needs to manage the back end to free up time better spent delivering relevant creative material and addressing individual customer needs.
Better customer service may require specialized tools to fill the gaps left by software suites, according to Forrester Research.
CRM is changing, and you better change with it.
The retailing giant saddles up its customer relationships and asks an advertising agency to take the reins.
The upside is a high level of flexibility.
One study finds many technology companies link employees' salaries with customer satisfaction.
The software conglomerate's Infor CRM Epiphany Outbound Marketing 7.1 offers industry-specific features for retailers.
A new measurement can provide the power to explain what went wrong.
Growth may not equal success: One study finds more than one-third of businesses using WFM in the contact center are not satisfied with the WFM process or with the available software.
Start with superior agent experience.
A new survey reveals more resources -- time, money, and employees -- being dedicated to managing prices in B2B industries.
But they have to earn it. Here's how.
The e-commerce solutions provider strives to further its commitment to personalization with a new acquisition.
The telecommunications powerhouse promises the new release will help businesses improve the overall customer experience -- and cut costs.
The deal spotlights the ever-increasing importance of social networking, particularly in the B2B space.
A new Forrester Wave reveals vendors boasting growing functionality, but a comprehensive, easy-to-use solution remains elusive, even for leaders Unica and Aprimo.
The Force.com platform becomes the first software-as-a-service offering to allow pay-per-login pricing, but the company's CRM applications aren't included.
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