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CRM May 2014 David Myron	4 CRM Data Trends to Address Today's businesses are becoming more data dependent than ever before. The problem, however, is that collecting more data doesn't make a company smarter, understanding the data does. But the latter is easier said than done.
CRM January 1, 2007	Business Problem: The call center needs to strike a balance between call volumes and quality of service. Tech Solution: Quality monitoring tools. NICE Perform... Verint ULTRA IntelliQuality... Witness Systems Impact 360...
CRM September 2014 Leonard Klie	When VoC and VoE Combine Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences.
CRM September 2011 David Myron	Get Personal or Get Abandoned To spot customer changes before it's too late, customer interaction strategies must be continually monitored and updated
CRM February 2015 David Myron	Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.'
CRM December 2013 David Myron	CRM -- What Lies Ahead in 2014? We'll likely see mobile technology deployments accelerate pretty rapidly during the next few years.
CRM July 2012 David Myron	CRM Moves to an Outside-In Approach Organizations must put customers first -- especially when making changes to their staffing structure, processes, or technology. Doing so will mark the beginning of your outside-in strategy.
CRM February 10, 2012 Sean Canning	The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind.
CRM October 2013 David Myron	Manage Data or Be Managed by It A few good examples are offered to show how organizations can better manage the surge of data that is hitting them at every customer touch point.
CRM January 2012 Leonard Klie	Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex.
CRM August 29, 2010 Scott Brave	The Social Work of Social CRM Collective intelligence can find a needle in a haystack.
CRM June 27, 2014 Karine DelMoro	Unlock the Potential of Unstructured Data for a Successful VOC Program Strategies for gaining a competitive edge with unstructured data.
Search Engine Watch September 16, 2010 Jacob Morgan	Visualizing the Social CRM Process This simple six-step process will help you create a social customer relationship management strategy for your organization.
CRM February 2006 Coreen Bailor	6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps.
CRM July 2013 Barton Goldenberg	Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction.
CRM September 2014 Leonard Klie	Social Media Monitoring Delivers for Domino's The pizza chain has social media customer care under control with Astute SRM.
CRM August 2, 2013 Dave King	Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium.
CRM July 2003 David Myron	In Beta: Replaying The Experience Nice Systems knows memory fades with time. That's why Nice introduced Nice Feedback, an IVR survey system that enables contact centers to obtain direct customer feedback immediately after a service call.
CRM June 2005 Bailor et al.	100 Proven CRM Ideas, Part 2 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Here are tips 51 through 100.
CRM February 1, 2007 Nick Discombe	Get Reacquainted With Your Customers To get the most value from customer interactions and ultimately improve the customer experience, organizations must streamline the flow of information from the customer to the company.
CRM February 2013 Leonard Klie	Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
CRM August 19, 2010 Justin Schuster	5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line.
CRM November 2011 Leonard Klie	10 Ways to Rearchitect Your Contact Center Hiring, training, and technology are considered keys to raising the customer service standard.
CRM March 20, 2012	NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results.
CRM September 2010 Fluss & Rogers	The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion.
CRM August 2, 2010 Alex Dayon	From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control.
CRM March 16, 2012 Eric Harber	Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level.
CRM August 23, 2013 Connor Marsden	The Role of Social CRM These channels present incredible opportunities for companies to add another dimension to understanding customers, key decision-makers, and trends that drive meaningful dialogue.
CRM September 2013 Leonard Klie	Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground.
CRM July 2012 Leonard Klie	Listening to the Voice of the Customer As companies adopt voice of the customer solutions, customers expect them to act on their feedback.
CRM September 7, 2010 Rob Howard	Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence.
CRM April 2012 Esteban Kolsky	The Big Three The big problems in CRM are not solved by deploying software and changing a few processes. They require a lot more than that to be solved.
CRM March 1, 2007 Coreen Bailor	Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy.
CRM October 19, 2012 Joshua March	The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM.
PHONE+ December 30, 2009	Channel 101 -- PHONE+ Fact Book 2010 An updated primer of telecom industry basics.
CRM October 25, 2013 Daniel Incandela	Is Your Web Site Delivering a Great Customer Experience? 15 tips for making sure it does.
CRM October 2013 Barton Goldenberg	Software Advances Are Propelling CRM to New Heights Seven trends businesses cannot afford to ignore.
CRM July 2014 Barton Goldenberg	Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM.
CRM February 2014 David Myron	Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media.
CRM February 2, 2003	Hot Seat Lior Arussy, corporate vice president and general manager of Nice Systems Ltd. and author of The Experience! How to Wow Your Customers and Create A Passionate Workplace, talks about some of the common customer-service roadblocks and how to solve them.
CRM August 5, 2015 Dave Roman	How HP Integrated Social Media into its International CRM System Discover a 360-degree solution for social care.
CRM January 2015 David Myron	Why Effectiveness Trumps Efficiency 'Things that increase the efficiency of sales reps are not valuable today.'
CRM February 2011 Fluss & Rogers	How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls.
CRM February 1, 2008 Donna Fluss	2008 Contact Center Challenges Before managers can tackle primary goals, obstacles must be overcome.
CRM February 2011 Donna Fluss	Customer Service Initiatives for 2011 Tough economy erodes customer loyalty, but there are ways to rebuild it.
CRM August 31, 2012 Patrick Dorsey	Move from Social Media to Social CRM Five ways to bring your business up to speed.
CRM August 12, 2011 Hory Sankar Mukerjee	Success with CRM Three principles to further connections with customers.
CRM September 2014 Maria Minsker	Why Marketers Need a Tag Management System TMS solutions track customers' digital journeys so companies can automate appropriate actions.
CRM December 2013 Leonard Klie	Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers.
CRM October 2, 2015 Jaime Lucea	The Future of CRM Mobile tech, wearables, and better analytics will transform how, and how effectively, we do business.