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August 12, 2009

CRM Featured Articles
Bridging the Gap in Enterprise Search
RightAnswers seeks to close the loop and maximize search capabilities with its latest release.
Still No Leaders or Challengers in Gartner's EMM Magic Quadrant
Magic Quadrant for EMM '09: Enterprise marketing management vendors continue to face slow adoption rates in an economic downturn.
Get Ready for the EFM Upswing
Hypatia Research discusses the importance of enterprise feedback management and the future of the market.
Employee Engagement Can't Thrive on Bonuses Alone
Financial services firms need to look at more than just monetary compensation to keep employees engaged, according to a new study.
Customer Centricity
Doing More of What You Already Do
Performance management is a contact center requirement.
Microsites to Serve Microsegments
Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.
Magazine Features
Patients Are Customers, Not Case Numbers
"Healthcare" and "customer service" don't have to be mutually exclusive.
Pint of View
Channeling My Frustration
Words, words, words. Why don't they mean what they used to?
Reality Check
The Next Steps Matter, Too
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
Sales Performance Management Is the New Necessity
CRM won't solve everything. You still need skilled salespeople to get it right.
CRM and CMS 2.0 Collide, Part 2
Sharing knowledge to build better relationships.

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