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An Inside Look at Outsourcing
The ink is dry on the contact center outsourcing contract. Now what? We take a look at five factors companies need to evaluate over the course of the agreement to ensure a smooth-running partnership.
What's In a Name?
Tearing through systems to scrub dirty data and gaining a cultural understanding of names across the globe is no easy task.
Breaking Down the Silos
Get back to the roots of CRM with this refresher course on integration.
Lending a Helping Hand
Business outsourcing provider Pearson Government Solutions answers the call of thousands who take employment for granted with those who cannot.
Once transactional systems are in place many ask the obvious next-step question: What do I do with the information?
Real-Time CRM: A Business Revolution in the Making
Three trends are bringing companies to the next logical step.
The Search for Growth Through Innovation
G.E. reevaluates its efficiency-related efforts.
To Open Source or Not to Open Source
Recent debuts by SugarCRM and Salesforce.com could jump-start an industry space.
You Got Your PRM in My CRM
How are the changes that channel management systems and their providers are experiencing going to play out?
Required Reading: Peppers and Rogers Focus on Customer Value
The Pulse: How do your sales force and support staff interact?
On the Scene: On Demand Is in Demand
An increasing number of companies are seeking these solutions, but vendors have to prove themselves worthy.
On the Scene: From Cost Center To Cash Cow
As contact centers are under mounting pressure to grow revenue for organizations, CSRs are being encouraged to engage in cross- and upsell opportunities.
Secret of My Success
This supplier of water sports and maritime equipment turned to QAS to deep six dirty data.
Tim Manns, system network administrator, as told to Colin Beasty
A Big Buildup
Pardee had seven days to build a home on ABC's
Extreme Makeover: Home Edition
Celebration Studios Finds NetSuite Engaging
A wedding photography business responds to anxious brides-to-be in minutes, not days.
Reuniting Displaced Families
FrontRange links Holocaust survivors and their families with relatives and events from the past.
Make Payment Processing GO
A payment-processing leader learns the benefits of back-end integration.
How to...assess customer satisfaction levels by going beyond the standard satisfaction survey
Customers may not tell you when they're happy, but when they're unhappy, look out--you'll get an earful.
InterContinental Hotels Group Checks in With E-Commerce Software
The company looks outward to incorporate personalization and content management into the e-commerce aspect of its business.
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
Improving Marketing and Sales Alignment
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