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October 15, 2012

CRM Featured Articles
Kana Introduces Lagan Express CRM for the Government Mid-Market
Integrated platform ensures consistent customer service across channels.
Demandware Integrates with Facebook and Google+
New social plug-ins for Facebook Check-In, Facebook Open Graph and Google+ aim to create connected consumer experiences across sites and social networks.
NICE Launches Mobile Workforce Optimization Suite
NICE's WFO suite offers managers and employees new mobile capabilities to drive higher engagement in today's work environment.
Netop Upgrades Live Chat Software
Real-time APIs, integration modules, and expanded administrator controls included in newest release of Live Guide.
ExactTarget Acquires Pardot and iGoDigital
Acquisitions add SaaS-based marketing Web, and predictive analytics technologies to its portfolio.
More Consumers Turn to Amazon for Product Research
Online leader strengthens its position but still faces roadblocks.
The Tipping Point
IVRs Get a Bad Rap
There's no excuse for not investing in these systems.
Keeping Up with the Tech-Savvy Consumer
Technology choices can fuel a company's success—or cement its failure.

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