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Viewpoints
Critical information is still bound up in cumbersome spreadsheets.
Manage the performance, result by result.
Service optimization technology changes the dynamic.
CRM is changing, and you better change with it.
The upside is a high level of flexibility.
A new measurement can provide the power to explain what went wrong.
Start with superior agent experience.
But they have to earn it. Here's how.
Prebuilt BI promises to add the power of perception.
With the advent of Web 2.0 and other technologies, the CRM landscape may look vastly different in the not-so-distant future. Or will it?
Succeed -- or fail -- based on just a few key decisions.
When it comes to profitability, high-quality data is CRM's most critical success factor.
Search engine optimization can help put your Web site ahead of the pack.
Salespeople need new tools to sell in a new world.
Business process improvement has maximized productivity -- in every measure but CRM .
In the hands of customers, it's a powerful selling tool.
Make agents happier, increase efficiencies, build loyalty, reduce costs, and improve performance.
Unique industry needs are not being addressed by generic solutions.
The future of the contact center agent.
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