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LinkedIn purchase may signal new era of open APIs

Microsoft's LinkedIn purchase may open up APIs and enable new competitors to take advantage of the treasure trove of social CRM data in LinkedIn.

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Microsoft hints at plans for LinkedIn's network

Microsoft plans to acquire professional network LinkedIn for $26.2 billion to provide a more comprehensive system of information for Office 365 and Dynamics CRM.

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Customer alignment pivotal when making business changes

Starbucks succeeds with price changes thanks to a knowledgeable consumer engagement strategy, while Wal-Mart has struggled given a lack of customer understanding.

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Improve current call center service patron experiences

Contact center service is critical to customer experience, so companies need to ensure their call center agents have the right tools and techniques for the job. Here's how.

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CRM / Call Center Basics

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    customer health score

    Customer health scores can be descriptive or predictive. Descriptive scores focus more on the current state of customer health, whereas predictive scores use current data triggers to predict a customer's future propensity to drop off or renew.

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    customer engagement

    Customer engagement is the means by which a company forges a relationship with its customer base through advocacy and action on the part of customers.

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    sales pipeline

    A sales pipeline is a visual representation of sales prospects and where they are in the purchasing process.

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