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January 06, 2014

CRM Across the Wire
Pyramid Analytics Launches BI Office Version 5.0
Newfeatures, functionalities, and complete mobile accessibility highlight the BI Office 5.0 release.
Freshdesk Launches Android Customer Support App
The new app lets agents deal with customer inquiries from anywhere.
CRM Featured Articles
Forrester Releases Wave Report on Social Media Marketing
Seven companies are named as top providers of social media marketing management.
Oracle to Acquire Responsys
The software giant will incorporate Responsys' offerings into its Marketing Cloud.
Converge Enterprise Adds Multichannel Marketing Capabilities
Marketers at small and midsized businesses can now reach customers in new channels.
Information Technology Purchases to Grow 6 Percent in 2014
Forrester report predicts hottest categories will be SaaS and analytics.
Front Office
Is Marketing After a Disaster Exploitative?
Magazine Features
Marketing in the Wake of a Disaster
Lessons learned from Superstorm Sandy.
Five Actions to Sustain Customer Service Improvement Initiatives
Keep your company from falling short of success.
Recording Customer Service Phone Calls: Permissible or Penal?
The seemingly innocent practice of recording customer service phone calls is one of the most hotly contested issues facing courts and businesses today. Fortunately, the tide has begun to change. (Originally appeared on SmartCustomerService.com.)

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