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Articles: Retail
Net Promoter Conference '09: The financial services leader relies on a simple measure of customer loyalty that often goes unacknowledged.
In a down economy, companies anticipate a negative impact on incentive programs for 2009, but a well-planned, well-implemented program may be just what they need to survive.
NRF Annual '09: Petsmart and Urban Outfitters weigh in on what retailers must do with the horror of 2008 behind them and projections of a difficult 2009 ahead.
The verticalized solutions aim to improve the customer experience and employee productivity.
Effectively managing customer experience online.
NRF Annual '09: Discounts are tactical, but a brand is forever. The companies that manage to balance the two will be the ones to come out of this recession alive.
NRF Annual '09: No pressure or anything, but retailers are the key to building "a stronger America."
Customer retention is one thing. Identifying the right ones to retain is another.
In this recessionary holiday season, the two online players tie for first, while all others fall short of "excellence."
Only 11 percent of companies were considered "excellent" in Forrester's second annual Customer Experience Index (CxPi) Rankings.
The new service offers biometrically authorized payments via phone, providing convenience and security.
Gartner's most recent MarketScope looks at how businesses in the consumer world are using sales force automation.
The company's Unified IP 6.6 release features a tighter integration with Microsoft Office Communications Server in its push for UC.
Delivering analytical applications through reporting tools to enable a predictive enterprise.
A new tagging feature aims to make reviews more easily accessible.
The company expands its online marketing platform with a new text-messaging solution.
Video-enabled call centers will change the company-customer relationship.
New in-the-cloud services and social feeds in Sugar 5.2 puts it on par with traditional CRM leaders, says one analyst.
Mastering the multi-sourced call center.
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