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August 27, 2008

CRM Featured Articles

Press 1 for Caller Thoughts

SpeechTEK '08: As this year's conference opens, industry analysts, consultants, and providers say vendors must shed their distorted views on end-user opinions of speech automation.

Customer Emotion Management?

destinationCRM 2008: To build customer loyalty, make experiences memorable.

CRM 2.0 and "The Customer Module"

destinationCRM 2008: The customer module is based on the idea that united we stand, divided we fall -- and it's what CRM has been missing.

Conflict Cripples the Customer Experience

destinationCRM 2008: The push to truly provide a differentiated service experience must take into account the consumer's ecosystem—not the companies'.

Viewpoints

5 Key Elements of Microtargeting

Improved campaign relevance will stretch your marketing budget.

Customer Centricity

Hold On to Your Customers

Why the contact center may be your last line of defense.

Pint of View

There's a Sucker Born Every Minute

The one from my birth-minute is no mystery.