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July 30, 2008

Case Studies
Biting Off the Right Amount
PracticeWorks brushes up its technical support operations for oral-healthcare offices.
CRM Featured Articles
Customer Insights Breed Customer Loyalty
A new Aberdeen report says profitability is dependent on repeat buyers and a focus on lifetime customer value.
Chordiant Keeps People in the Contact Center Equation
With the release of Recommendation Advisor 6.1, the company strikes a balance between human decision-making and technology.
Who's in Charge of Web 2.0?
Forrester says IT departments, not business leaders, are the ones pushing for Web 2.0 initiatives.
Convergys to Acquire Intervoice for $335 Million
The move deepens Convergys' footprint in an increasingly competitive customer service market, according to company executives.
Pint of View
Darth Vader Kills the Road Runner
Inertia will only keep customers in place for so long.
Attaining Enterprise 2.0 Through 'Social CRM'
Social computing meets business value.

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