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January 14, 2009
CRM Featured Articles
VCG Launches Biometric Payments System
24 Dec 2008
The new service offers biometrically authorized payments via phone, providing convenience and security.
Strategy Will Squash the Recession
05 Jan 2009
A Forrester analyst reveals a five-part plan to deploy successful applications -- and to defy the downturn in the process.
Barnes and Noble Tops Customer Experience List
05 Jan 2009
Only 11 percent of companies were considered "excellent" in Forrester's second annual Customer Experience Index (CxPi) Rankings.
Viewpoints
Understanding Customers’ Digital Mood
14 Jan 2009
Effectively managing customer experience online.
Insight
Stuffing the Ballot Box—With Complaints
01 Jan 2009
Will the Election Day success of the CNN InfoVoter hotline change the game for governments and CRM?
Case Studies
Lead Sweet Lead
01 Jan 2009
A Realtor discovers that as one door (fore)closes, another might not open.
Reality Check
Taming the Digital Client in 2009
01 Jan 2009
Technology will pave the way to customer focus and cost-efficiency.