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January 11, 2010
CRM Featured Articles
Top Online Retailers See Strong Growth
Large retailers are seeing record numbers in customer satisfaction but small and midsized businesses still feel the pain of the economy.
Cashing In On Customer Experience
New research from Strativity Group finds consumers are willing to pay a premium for goods and services if companies deliver quality experiences.
Accel-KKR Purchases Kana
A private equity firm's acquisition moves the customer experience management player out of the public sphere.
FreshDirect’s Secret Ingredient: Customer Focus
In a CRM exclusive, the chief executive officer of the grocery-delivery success story reveals why customer experience is what really matters.
Challenge Your “Market Permission”
Capture new markets — or reinvigorate existing ones — by reevaluating how those markets perceive your brand.
Get Social and You’ll Sleep Better
Improve the customer experience with a content-rich, social-driven site.
On the Scene: Gartner CRM Summit '09—Trust Is the New Differentiator
Big brands and consumers alike see a newfound value in trust.
Required Reading: Think Again. And Again.
Customers aren't unreasonable, says author William Cusick -- they just make decisions without necessarily being able to articulate why.
Chatty-Chatty Makes a Bang-Bang Online Experience
Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.