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The number of consumers who use online self-service is high, but satisfaction continues to lag.
Amdocs announces an agreement with R.H. Donnelley; TotalView gains a new customer; Pegasystems and Oracle replace senior management; and more.
Online holiday sales climb dramatically; Autobytel and ChannelNet expand their technology partnership; TechTeam Global makes another government services acquisition; and more.
Consumers have high expectations of customer service, but aren't willing to pay for it.
Oracle continues to fire PeopleSoft executives; Open Solutions restructures its board of directors; and more.
The company uses Coremetrics to determine which online marketing initiatives are bringing in ROI, and which are not showing results.
A new report highlights the unique role telecommuting agents play in the rapidly changing call center workforce.
Technology Solutions Company closes its ZAMBA acquisition; Recruitmax launches its Data Intelligence Group; Forrester appoints a new CTO and CIO; and more.
Most companies have yet to centralize how they own the customer experience.
PeopleSoft Founder and CEO David Duffield resigns; Gartner acquires META Group; Oracle takes control of PeopleSoft stock; and more.
The new company will take on a rapidly consolidating market for self-service and help-desk applications.
Learning.com adopts Salesforce.com; Pivotal Corporation announces a new sale to Beazer Homes; Aberdeen Group names new vice presidents; and more.
The country's tourism bureau shifts from mass marketing to tailored campaigns to help drive tourists to the area.
Amdocs extends its share buyback program; Nuance announces new member to its board of directors; and more.
Smaller companies are finally providing a long-expected boost in CRM adoption rates, but curbing overall IT-spending growth.
Amdocs ClarifyCRM lays out its road map, highlighting its focus on integration.
The year's strong IPOs revisited; Composite Software updates its enterprise information integration server; and more.
The DoubleClick/Omniture agreement brings renewed attention to the power of the technology.
Sweden's Tele2 selects edocs; IBM and Siebel team up for UMB Financial; Harte-Hanks acquires Postfuture; and more.
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