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The Moving Target
Mobile phones have been around for decades -- but the ability to market to mobile-phone users is relatively new. No wonder marketers are still struggling to get it right.
The Excellence Myth
In an exclusive excerpt from his new book Excellence Every Day, industry thought leader Lior Arussy examines the truth--and crippling fictions--behind the value of experience.
7 Steps to SOA Success
Services-oriented architecture--and the Web services it supports--is one of today's hottest software trends. It's also one of the least understood
And They're Off!
Offshore, that is--and nearshore, and homeshore. When it comes to outsourcing contact centers, it's a whole new horse race.
Recognizing the Wind of Change
The May 2008 issue of the magazine covers three areas that are experiencing -- or are on the verge of experiencing -- extraordinary shifts in their respective markets.
Is Your Contact Center Built for Multichannel Customers?
The boom in self-service doesn't mean your agents are off the hook.
The Contact Center Identity Crisis
You are who you talk to.
The Tipping Point
The Hidden Cost of SaaS
Software-as-a-service fulfills its value proposition -- sometimes.
J. David Lashar
Serving Many Masters
Customer data and business data must be controlled through master data management.
Pint of View
CRM World News, Part III
If I found it on the Internet, it must be important.
Is CRM Too Hard for Microsoft?
On The Scene: Convergence 2008 -- Redmond's mighty software maker finally has what it needs for a great CRM program -- but is it too late?
Vendors Go Virtual for Feedback
On The Scene: SAP CRM 2008 -- Online communities are another way to get into customers' heads.
On The Scene: DMA B2B Marketing -- Advertising is movin' on up--and in, out, and around all the human senses.
How UGC Can Benefit CRM
On The Scene: AIIM 2008 -- Fostering online communities and embracing user-generated content can provide great value for CRM.
destinationCRM Dashboard: May 2008
Retail/Consumer Packaged Goods -- Price Check, Aisle 5
Everyone's talking about "the R word" -- Recession! -- and for the first time in a long time, price is competing head-to-head with service.
Required Reading: Show Me the Talent
What do you think your talent needs are and do you have a plan to meet them?
Feedback: May 2008
Are You Ready to Party?
When friends have fun, brands get a big benefit.
Skin in the Game
Centive smoothes away the calluses for a dermatology-product vendor.
The Right Numbers
CRM, together with telephony technologies, leads to better sales for a direct marketer.
Secret of My Success
Hatching a Customer-Connection Plan
Egg, the British online bank, knows what its customers are thinking all the time, thanks to surveys conducted by Confirmit.
John Jennick, head of customer experience measurement and action, Egg | as told to Ryan Davis
Tech Solution: Price Optimization Tools
Business Problem: Unsure how to price products and services to stay competitive while still ensuring profitability.
The Digital Transformation of CRM
Overcome Multichannel Customer Service Challenges
Social Shifts Drive Multicultural Marketing
New Year, New Strategies
Five Actions to Sustain Customer Service Improvement Initiatives
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
ITIResearch.com - A collection of market research and reports for executive management and business & IT professionals
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“Engagements”, the Key to Understanding the Customer Journey: What to Measure and Why
Learn how to use the event, transaction and interaction data you already have in your call center systems to gain new insights into the lifetime journey of your customers
5 Charts Every Sales Leader Should Be Looking At – Get the guide!
Social Support with Online Communities
92% of consumers trust each other—14% trust brands. An owned content hub is a must-have for serious social strategy—it’s starts with an online community. Download the whitepaper from Lithium
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