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August 27, 2008
CRM Featured Articles
Press 1 for Caller Thoughts
SpeechTEK '08: As this year's conference opens, industry analysts, consultants, and providers say vendors must shed their distorted views on end-user opinions of speech automation.
Customer Emotion Management?
destinationCRM 2008: To build customer loyalty, make experiences memorable.
CRM 2.0 and "The Customer Module"
destinationCRM 2008: The customer module is based on the idea that united we stand, divided we fall -- and it's what CRM has been missing.
Conflict Cripples the Customer Experience
destinationCRM 2008: The push to truly provide a differentiated service experience must take into account the consumer's ecosystem—not the companies'.
5 Key Elements of Microtargeting
Improved campaign relevance will stretch your marketing budget.
Hold On to Your Customers
Why the contact center may be your last line of defense.
Pint of View
There's a Sucker Born Every Minute
The one from my birth-minute is no mystery.