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August 05, 2009

Case Studies
Diaper Duty
With search-optimized customer reviews, Diapers.com increases site traffic and online sales.
CRM Featured Articles
Avaya Wants to Up Virtual Agents' Ante
The release of one-X Agent marks a potential re-emphasis on the vendor's ability to cater to remote agents, says one industry pundit.
Mashups Make You Smarter
A new Forrester Research report encourages organizations to embrace self-service business intelligence and mash it up to get even more intelligent.
Beyond the Hype: CRM Applications Endure
Forrester principal analyst William Band takes a deep dive into technologies that have evolved from having "overhyped expectations" to becoming critical to the "enterprise competitive strategy."
Are You Ready to Zwitch to Zoho?
The productivity suite provider integrates email and CRM, beefs up its Projects application, and entices Salesforce.com users to switch over.
Front Office
Strategies that Endure
Proven business strategies abound—even new ones.
Magazine Features
Healing the Sick
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
Re:Tooling -- Partner Relationship Management: Rousing from a Slumber
The PRM market—often seen as a quiet backwater—may be entering a revival, particularly among B2Bs.
The Overstuffed Inbox
A decline in email responsiveness creates enormous opportunity.
The Customer Care Revolution
Strategies to reduce operating costs and protect revenues.
Your Marketing Campaign Needs a Second Opinion
Alternative communication channels in healthcare marketing.

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