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September 23, 2013

CRM Featured Articles CEO Jim McCann Talks Customer Engagement

At this year's Kana Connect user conference, Jim McCann spoke about the importance of engaging customers by listening to what they are thinking and reaching them where they are.

Demandbase Lets ExactTarget Customers Personalize Content, Online Forms

Personalization will help ExactTarget customers increase Web conversion rates.

Xerox Is Working to Simplify Social Data Mining

Xerox researchers are teaching computers to identify and route social media sentiment data to the humans who can best respond.

Brandwatch Launches Vizia, a Social Media Analytics Solution

The platform reinvents the traditional social media command center. and Workday Deepen Strategic Partnership

The partnership will result in a comprehensive solution for running enterprises in the cloud.


Three Ways to Put the “Personal” Back into the Call Center Experience

What's next for the call centeris the ability to deliver a personalized, interactive experience without adding staff or ripping out existing technology investments.

Engage and Keep Customers with a Dedicated CXM Approach

A three-step plan to cultivating consumer loyalty.


Which Interaction Channels Are Most Popular?

IVR and email top the list, but online customer support gains ground.

Case Studies

Five9's Cloud-Based Dialer Means More Productivity for DirectBuy

Automatic dialer brings substantial cost cuts for the member-based buying center.