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Week of 13 May 2013 ACCE conference honors the best workers in the call center industry (15 May 2013)
The ACCE conference celebrated its 10th anniversary with the ICMI awards dinner. Find out which companies were recognized for excellence in service.
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Week of 15 Apr 2013 Seeking treasure from social media tracking? Follow the customer (SearchBusinessAnalytics.com | 16 Apr 2013)
Social media analytics tools can help companies dig into layers of online customer data in search of business gold. But a human touch is needed, too.
Railroad mainstay CSX cleans up data quality issues, launches new CRM (16 Apr 2013)
CSX had to get its data quality house in order before it could launch a new CRM system.
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Week of 08 Apr 2013 SugarCon speaker reveals 10 reasons why social CRM projects fail (10 Apr 2013)
Culture issues and lack of compliance policies are just two of the factors that work against social CRM, according to one speaker at this week's SugarCon conference.
CRM analytics reveals more about customers -- maybe too much (11 Apr 2013)
Despite privacy and security issues, CRM platforms for analytics allow organizations to use customer data efficiently and make smarter decisions.
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Week of 18 Mar 2013 Convergence attendees rethink CRM initiatives for the modern era (21 Mar 2013)
Business people attending the Microsoft Dynamics Convergence conference talk about the difficulties and rewards associated with CRM initiatives.
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Week of 11 Mar 2013 Convergence conference should highlight changes to Microsoft Dynamics (14 Mar 2013)
Answers to product changes could come as New Orleans hosts the four-day Microsoft Dynamics Convergence 2013 conference.
More to mobile application design than meets the eye (14 Mar 2013)
To design successful mobile applications, companies must remember to consider the back end as well as the front end.
Mobile customer service holds customer frustration at bay (14 Mar 2013)
As customers try to solve more problems using mobile apps, they should still have the option to talk to an agent without having to repeat themselves.
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Week of 04 Mar 2013 Moving company unpacks new contact center software after acquisition (07 Mar 2013)
Wheaton Van Lines and Bekins Van Lines joined forces and needed new contact center software to accommodate an expanded business.
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Week of 25 Feb 2013 Salesforce customers will see new message behind social CRM technology (28 Feb 2013)
Salesforce.com emphasized Salesforce customers over social technology at its annual winter conference, according to consultant Denis Pombriant.
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Week of 18 Feb 2013 From Disney to dishwashers: Digital CRM to change customer experience (21 Feb 2013)
Disney World and other companies have started using digital CRM to get pulse of customers and gather data.
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Week of 11 Feb 2013 New contact center metrics recommended to fit new customer channels (15 Feb 2013)
With the telephone no longer the only customer channel on the block, new contact center metrics are called for to measure the handling of new channels.
School of Rock humming with Salesforce's Do task management application (14 Feb 2013)
Dropbox, Google Drive, Harvest and other services are now available on Salesforce's Do application.
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Top CRM Story
Convergence attendees rethink CRM initiatives for the modern era SearchCRM.com | 21 Mar 2013
Business people attending the Microsoft Dynamics Convergence conference talk about the difficulties and rewards associated with CRM initiatives.