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Customer Service Experience
What is CRM?
How to Advertise
Have retailers, desperate for survival, abandoned their commitment to the customer experience?
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Neither your best guess nor your gut instinct is good enough anymore. Fortunately, with enterprise decision management, the technology and methodology now exist to help you reach a better conclusion.
The Psychology of the Sale
There's a lot going on inside the customer's head, whether you put it there or not. What are salespeople up against?
The Stressed-Out Customer
Stress levels brought about by the economy are making people more combative in their everyday lives.
Don’t Confuse Implementation with Adoption
Just because CRM deployments have spread doesn't mean they've succeeded.
Will Customer Service Be Another Casualty of the Recession?
In a tight economy, companies try to cut operating expenses wherever they can.
The Tipping Point
To SaaS or Not to SaaS?
That is the question. (The answer may surprise you.)
J. David Lashar
Workforce Optimization Is the Optimal Goal
Helping contact center managers achieve four primary goals.
Pint of View
Your Savings Are My Services
Think about what you're giving off when you're giving in to pressure.
Workforce Optimization Rises Above the Recession
Automating and optimizing work processes will boost the market for the foreseeable future.
Twitter on CRM
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
Skittles: A Rainbow of Social Media Marketing
The candy brand integrates its messaging across Twitter, Flickr, Wikipedia, YouTube, Facebook, and elsewhere on the social graph.
Shopping On the Go
Why mobile shopping—"m-commerce"—is finally getting a move on.
Required Reading: Short and Sweet
Being a shortcut means enhancing your value to those around you.
CRM on Twitter: May 2009
How have retailers fared in the twitterverse?
Feedback: May 2009
Scoring with Fans
Retail had a bad season, but Wrigleyville Sports now finds itself safe at home.
I Want (and Get) My MTV!
Akamai Technologies needed to step up its Web-content delivery efforts on behalf of the music television network.
Partners Grow Routes
Intuit QuickBase helps TomTom navigate reseller deals.
Ringing the Opening Bell
A financial-trading facility gets a new recording system in less than two weeks—and saves $292,000.
Secret of My Success
Fandango Has Just the Ticket
Movie Web site and ticket retailer implements analytics to aid with internal reporting.
Rajesh Duggal, vice president of business intelligence, Fandango | as told to Lauren McKay
Re:Tooling -- Interactive Voice Response (IVR): Dial-Up Innovation
Speech-enabled interactive voice response systems now involve other customer channels.
Choose a Winning Combination of Customer Experience Metrics
Customer Service Is the Only Metric That Matters
Lattice Engines Adds Functionality to salesPRISM
Using Data for a Personalized Customer Experience
SAP Furthers Push into Cloud-Based, Predictive Solutions
Other Sites from
Database Trends and Applications
Faulkner Information Services
Streaming Media Producer
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