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July 15, 2009

CRM Featured News
A Happy Tech-Support Caller Is a Happy Customer
A new study reaffirms the impact a satisfactory tech-support experience has on brand image and likelihood to repurchase.
Kana Looks to Cut Down the Silos of Customer Service
One pundit forecasts the company's service management solution is the first of many we can expect to come down the pike.
The 7 Benefits of Online Customer Service Communities
A new Forrester Research report highlights the return on investment in social media communities.
Amid Budgetary Bloodshed, Social Media Marketing Is Spared
In a new survey, more than half of respondents cite overall marketing-budget cuts of at least 20 percent, but nearly half claim they'll be increasing their social media marketing spend.
Customer Centricity
The Post-Recession Customer
From now on, consumers will be saddled with residual uncertainty.
Insight
On the Scene: New Beginnings from Within
Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.
Feedback: July 2009
A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.
Viewpoints
Know Your Triggers
In a tough economy, intelligent lead generation proves its importance.



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