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Cultivate art and science in your sales management strategy

Mark Roberge, chief revenue officer at HubSpot, uses serious data analysis when hiring sales staff. But science doesn't crowd out instinct.

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Contact center knowledge management gives agents clickable intel

Contact center agents are supposed to help customers with issue resolution. But that's tough when agents lack good working knowledge of products.

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Multimedia-based multichannel CRM still faces uphill battle

Today's customer service requires that companies use the channels customers prefer. But customers still eye new channels like video chat suspiciously.

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Intelligent use of big data fuels CRM opportunities

Big data presents myriad challenges and benefits for CRM. Leveraging it can help companies achieve that elusive 360-degree customer view.

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CRM / Call Center Basics

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    Closing deals with predictive lead scoring

    Today, companies struggle to find the most promising sales leads. Predictive lead scoring can make the process more efficient.

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    What's your IT hiring strategy?

    If you're wondering, 'Should I groom IT talent from within or hire from the outside?' both paths offer risks and rewards.

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    Wanted: CRM skills

    No matter the size of your company, you need to consider the skill sets staff should have to competently manage and develop a CRM system.

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