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February 11, 2013

CRM Featured Articles
A Leadership Shakeup Occurs at Alcatel-Lucent
CEO steps down amid continued poor economic performance.
ShoreTel Releases Enterprise Contact Center 8
Enhancements are made to the chat and email functions; improved reporting is also included.
Causata Boosts Customer Experience Platform
Enhanced features include omnichannel analytics and recommendations.
IntelliResponse Adds Predictive Matching to Virtual Agents
Latest enhancements improve answer accuracy by up to 17 percent while substantially reducing customer effort.
HootSuite Integrates with Socialcast
Adds enterprise social networking and collaboration tool to app directory.
Magazine Features
Bally Pumps Up Its Image
A twice-bankrupt fitness giant revamps its service efforts.
Reality Check
Surveys Alone Are Not the Answer
Offering great customer service means knowing how to respond.
From Woeful to Wow in Online Customer Engagement
A journey-based approach for better sales and service.

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