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destinationCRM.com Exclusive: Company executives and industry pundits alike are calling the move another major win for the hosted contact center delivery model.
The path to igniting sustainable sales performance.
CRM Evolution '09: Your one-stop shop for all the news and coverage coming out of CRM magazine's annual conference in New York.
Driven largely by the search engine giant, e-business receives a customer satisfaction score of 81.5 this quarter, up from 79.3 a year ago.
The Market Awards are done, but there's so much left unmocked!
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
Your local street-food vendor can teach your company a thing or two.
CRM is changing, evolving to suit the demands of the moment.
How CRM and advertising can help you court the best customers.
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
A visual depiction of the Forrester Research guidelines referred to in Ray Wang's Tipping Point column in the September 2009 issue of CRM magazine.
SpeechTEK 2009: This year's closing keynote panel examines speech solutions delivered via the software-as-a-service model.
SpeechTEK 2009: The keynote presenter on Day 2 argues that 90 percent of new-customer interactions involve moments of truth that are delivered by technology or technology-enabling personnel.
CRM Evolution '09 — Day 3: CRM thought leader Denis Pombriant traces the origins of customer experience, and suggests it should not be our sole focus.
CRM Evolution '09 — Day 2: Whether marketers are hitting an individual or an enterprise, both are consumers and, ultimately, share the mindset that "it's all about me."
CRM Evolution '09 — Day 2: Today's keynote address stressed the need for speech throughout the enterprise, not just in the call center.
SpeechTEK 2009: Instead of forcing users to navigate dozens of smartphone icons, one presenter warns, the dominant interface of the future will be voice.
SpeechTEK 2009: Presenters suggest that, even in a time of lowered budgets, it's possible to achieve implementations of high value.
SpeechTEK 2009: At CRM Evolution's sister show, a Continental Airlines executive boasts of her industry's only interactive-voice check-in.
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