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March 09, 2011

CRM Featured Articles
Salesforce.com Unveils Service Cloud 3
The new application will assist customers manage higher volumes of service issues through social media tools.
Deal-a-Day Spending Likely to Reach $3.9B in U.S. by 2015
A compound annual growth rate of 35 percent is expected during the next four years.
Pint of View
The Jobs, They Are A-Changin’
Social CRM technology requires learning new skills
Scouting Report
Realizing the Benefits of Speech Analytics
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
The Tipping Point
The Service Provider–Customer Paradox
Fewer consumers are switching, but that doesn't mean they are happy

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