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There's No Place Like Home
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
The New Breed of CRM Consultant
With the days of never-ending on-premises engagements and limitless budgets long gone, CRM can no longer sustain the consultancies of yesteryear. But what kinds of professional services are still needed in today's CRM industry—and what kind of CRM are consultants selling?
The Price Is Right...You Hope
Maximizing profit isn't about squeezing your customers dry; it's about charging them what's fair. Price optimization is no longer a chore or a secret technology—it's a competitive differentiator for those wise enough to explore it.
How Much Marketing Is Too Much?
Whether marketers send messages across multiple channels or just one, every customer has a limit. The trick is knowing where that limit is.
These Marketing Messages Go to 11
if the message in a television commercial isn't compelling, simply raising the volume isn't going to make it so.
CRM on the Inside
What your inside sales team knows about selling, and what your field sales force needs to learn.
Self-Service Is Just Less-Than-Full Service
The real thing requires tailored, customized, and personalized solutions.
The Tipping Point
Even SaaS Requires the Right Approach
One "s" stands for "service"—so provide some.
J. David Lashar
The High Quality of Quality Management
New solutions continue to make an impact inside and outside the contact center.
Pint of View
An On-Demand Assessment
Five nines of semantic foolishness, at your service.
Sprinting Toward Disaster?
The mobile-service provider runs into problems and looks to customer experience as a solution.
SAP Retains Market-Share Lead in CRM
Gartner report shows the Wonder of Walldorf still on top—but a lawsuit and other troubles loom.
A Week of Strong Customer Service
An annual tradition provides hope for reps facing ever-increasing burdens.
CRM on Twitter: October 2008
Customer experience tales across the Twitterverse.
Market Focus: Sports & Entertainment -- Build a Good Event and They Will Come
A loyal fan base is the best defense against a declining economy.
Required Reading: United We Stand
One author says it's time the marketing department gets with the program—or else.
Feedback: October 2008
Readers suggest a few other reasons that contact center agents are quitting.
The Sweet Smell of High-Quality Service
Bath & Body Works delivers a superior customer experience thanks to Astute Solutions.
The Next Act! for an Acquisition
A valuable customer management system is worth saving.
Some Stories Never Get Old
A cosmetics company relies on its customers to share the beauty of its brand.
CRM Eases the Pressure for WIKA Instruments
Selltis helps gauge sales solutions for a maker of industrial gauges.
Secret of My Success
Arranging All the Pieces of the Puzzle
Methodology and training firm Sales Performance International gathers up its scattered client data with Jigsaw Data's online contact management.
Mike Pandich, vice president of sales, Sales Performance International | as told to Lauren McKay
Tech Solution: Text Mining Tools
Business Problem: Failure to create actionable strategies from unstructured customer data.
The New CRM: More Vertical, More Data-Driven
Vistar Media Partners with LiveRamp and Acxiom
Bridg Launches CRM for Restaurants
Attentive Launches an AI Information Assistant
New Uses for Marketing Automation
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
Delivering Certainty Through In-Depth Analysis of Enterprise Technology, IT, Marketing & Media Trends
Genesys Named Leader in TWO Forrester WavesTM – Large AND Midsize Contact Centers >> Choose Your Report Now!
Video Demo: Intelligently Engage with Your Customers on Every Channel >> See the Genesys Customer Experience Platform in Action!
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