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Articles: Technology
When online businesses put customer feedback to use quickly, customers begin to expect it from all companies.
Technology investments designed to empower agents may actually complicate access to required data.
An industry traditionally at the forefront of CRM continues to make the effort to master customer interactions.
Three CRM vendors have released applications for mobile devices in recent days. What's the payoff for the sales representative?
Systemic challenges are driving the industry toward self-service and automation.
It's popular, but not necessarily better.
The research firm's assessment of companies handling access to Web-based applications reveals a rising Sun among the top group.
They're not just better than their peers -- they are dramatically better.
New technologies expose information in new ways. Are you prepared?
Contact centers can't be stodgy. They need to keep up with the kinds of technologies -- email and IM -- their younger customers rely on.
A new way of thinking about data and information generated across all lines of business.
As business models become increasingly complex, more and more processes are shunted to automated systems. But the best examples never lose touch with the human element.
After years of trial-and-error, enterprises are finally developing innovative strategies and incorporating new software to allow them to identify -- and sell to -- their most profitable customers.
Tech firms need CRM as much as any other company--and sometimes even more.
Handling the customers who represent the future of your business.
SPSS Directions '07: Panelists advocating statistical solutions at the company's North American conference seem to be mavericks of the business industry.
Adhere to a plan and avoid unnecessary changes.
A new award recognizing innovative e-commerce solutions hopes to motivate "fresh and unusual" ideas.
Nuance Conversations '07: Speech technology will be the key driver of Web innovation, according to a presenter -- primarily through natural language and its use in mobile search.
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