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Samsung Launches ‘Connected Care—Anytime, Anywhere’ Initiative to Better Train Customer Service Agents

Samsung's smart appliances require customer service providers to have a new skill set and be knowledgeable about servicing not only hardware, but also software. (Featured on SmartCustomerService.com.)

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CRM Case Studies

Georgia Tech Strengthens Athletic Department with SalesLoft

Sales and fan engagement increase for the college sports powerhouse

Rakuten Marketing Delivers Campaign Success for JanSport

During JanSport's Disney-themed product launch, Rakuten increased brand awareness, customer acquisition, and site performance

Open Systems Technologies Saves Big with Bullhorn

The staffing firm adopted two Bullhorn solutions to improve its processes

Janrain Expands Offerings with Looker

The digital identity network provider is now far more flexible

CRM Columns

Who Really Wins with Vendor Consolidation?

Companies can focus on customer service and process improvements instead of constantly purchasing, integrating, configuring, and customizing complex software.

In the Shutdown Era, Agencies Must Reinvent Citizen (and Employee) Experience

Serve citizens in ways that create advocates while driving compliance and efficacy

AI Isn’t Inevitable—It’s a Choice

Companies should approach automation with judgment and analysis, not resignation

4 Things to Know About the AI for Sales Marketplace

Artificial intelligence is fundamentally changing CRM, and it deserves your attention now

Reports & Research

2019 Survey Results on Challenges Facing Contact Center IT and Compliance Professionals

NICE

A Complete Guide to Pricing IT Services

Connectwise

Field Service in the Cloud: How DISH Network Delivers Tomorrow's Field Service, Today

Oracle

The Next Generation of B2B Purchasing: Millennials, Marketplaces and Digital Buying Preferences

Oracle

Transform Your Business With Smarter CX - The 3 connections service thought leaders are making now

Oracle

Your Guide to Choosing a Field Service Management Solution: 8 Things You Need to Ask Your Vendor

Oracle

THE EXECUTIVE’S HANDBOOK TO MODERN DIGITAL COMMERCE

Oracle

Elevate Your Sales Game: 3 Ways to Drive Peak Sales Performance With CPQ Cloud Solutions

Oracle