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• CRM metrics mean success for Microsoft user
• Microsoft CRM targets usability
• Hartford City Hall gets a makeover with new call center
• Midmarket CRM makes Wave
• Personalizing the contact center
• Gartner names the top marketing software vendors
• The contact center performance management market is on the rise
• Salesforce.com makes financial services push
• Customer loyalty demands employee loyalty
• Customers: The best judge of agent performance
• Is there a CRM lesson in JetBlue's snafu?
• CRM -- CDC adds customer feedback
• Predictive analytics the first step to customer centricity for Bon-Ton
• Microsoft adds analytics to CRM
• Call center consolidation continues as Verint buys Witness
• Speech, voice apps integrating into the contact center
• CRM software rankings tell a familiar tale
• Siebel 8.0 leaves users with CRM upgrade quandary
• The power of real-time customer surveys
• Contact centers opening to open source
• mySAP CRM replaces Vantive at manufacturing firm
• Oracle launches five new products
• Voices of CRM: Seth Godin on marketing metrics and social media
• Minneapolis dials up a central call center
• Medicare writes prescription for customer centricity
• CRM, customer service still driving technology spending
• Oracle beefs up self-service
• Salesforce.com expands Apex, lands Dell
• Microsoft takes next step toward SaaS CRM
• Whatever happened to Siebel's OnDemand CRM?
• Contact centers: Goodbye costs, hello profits
• CRM success relies on managing a project post-implementation
• A true view of the customer requires data 'symbiosis'
• Open source CRM hits milestone, still trails SaaS
• CRM experts predict 2007
• M2M extends CRM footprint with e-service firm Knova
• CRM's top 10 stories of 2006
• IP moves beyond cost savings in contact center
• Salesforce.com opens on-demand shop
• Voices of CRM: Oracle's Ed Abbo on hosted call centers, CRM innovation
• Best Buy gears up for Vista, Microsoft CRM
• The IP contact center: Why the time is right
• Witness brings surveying to the call center
• Voices of CRM: John Ragsdale on self-service
• Salesforce.com boosts CRM integration
• Amidst CRM consolidation, vertical applications shine
• Customers make great marketers
• Measure loyalty programs by more than ROI
• Call center at Virgin Mobile gets personal
• CRM market to grow steadily, Forrester study says
• Self-service applications save money
• Call center agents -- six simple steps to help motivation
• Microsoft to integrate CRM with Office 2007, Vista
• Call center leadership drives service for Canada's digital highway
• Workforce management provides winning formula for Bell Canada
• VoIP in the call center: Making the transition
• NetSuite flexes its customization muscles with SuiteFlex
• CRM analytics: Pitney Bowes shares the secrets of its success
• Oracle serves up application, BI news
• Social networks forcing customer service change
• Oracle and SAP's vertical CRM battle a narrow one
• Numara answers the call for help desk support company
• Data quality cleans up customer records at Intellidyn
• Expert calls on Oracle to clear up Fusion confusion
• Hosting expands technology choices for contact centers
• BPO consolidation continues
• Microsoft extends into online service with Colloquis buy
• SaaS the latest challenge to IT
• Salesforce.com rivals sound off on Apex, security, ERP
• J.D. Edwards shop turns to SAP subsidiary for support
• Contact optimization confusing marketers
• About SearchCRM.com's 2006 CRM Products of the Year Awards
• Open source CRM meets SaaS CRM
• Mobile CRM sees midmarket momentum
• Mobile field service does heavy lifting for gym equipment firm
• The ROI of SaaS vs. on-premise CRM
• Marketers see data breach danger, remain unprepared
• Voices of CRM: Gartner's Scott Nelson on CRM strategy
• Quality management and recording suites capitalizing on shifting contact center market
• Loan firm turns to customer for BI advice
• Loyalty marketing a strategy worth adopting
• Gartner analysts predict Oracle CRM moves
• Gartner: Enterprise CRM returns
• Data breaches tough to stop
• BAM, CEP providing insight into data at financial firms
• BazaarVoice teams up with shopping portals
• Voices of CRM: Martha Rogers on Return on Customer and Customer Value
• SaaS CRM extending to remote support
• Banks trading fees for loyalty
• Best practices in managing customer data
• CRM gaga for Google
• NJ Transit implements, customizes hosted CRM
• Turning burning batteries into loyal customers?
• CRM's glory years are back, report says
• Oracle and SAP diverge on path to SOA
• Call center market consolidation tricky for buyers
• Oracle upgrades PeopleSoft CRM
• CDI takes more than just CRM, data warehouses
• CRM consolidation leaves midmarket users wary
• Speech being heard in the contact center



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