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   Wednesday July 16, 2008 | Spotlight on CRM | Issue 2557
Is Your Company Missing Out on the CRM Revolution?

CRM is undergoing a radical transformation, rapidly shifting from a customer management model to one of customer engagement. Is your company getting in on the action?

Social networks, podcasts, blogs, and wikis are enabling customers to become advocates rather than simply targets—giving them the means to express their thoughts and feelings when they go to your store, buy your product, or purchase your service.

Social networks by themselves are turning the relationship between businesses and their customers upside down. Today, businesses are using social networking sites like Facebook and MySpace, or developing their own, to create organic, online, highly "niched" customer communities. It's the ultimate feedback loop, one that gives you insight into your customers you could never get before.

And finally, with call centers playing a key part of the customer experience for so many companies, we also provide a look at how one company set up call center protocols to make sure customer problems were handled properly and quickly.

Listen to the podcast Applying the Power of Social Networks to Customer Relationship Management

Listen to the podcast Social Networks: How They’re Turning CRM Upside Down

Read the blog post: Call Center Protocols: Getting Problems Solved!

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Feature White Papers
SAP Talent Supply Chain Management: An Alarming Look at the Mismatch between Talent Strategies, Processes, and Corporate Objectives
Facilities Management Journal Gauging Green Opportunities: Taking Sustainable Building to a New Level
AppFinity Software Corp. WebSalesForce System Pays Big Dividends for US Manufacturer
Integrated Research The Definitive Guide to Successful Deployment of VoIP and IP Telephony—Chapter 4
Cenzic Continuous Testing of Production Web Applications
FalconStor Software Enabling Enterprise Tape Library Support for Microsoft DPM 2007
Sophos Security Threat Report: 2008
Microsoft Business Solutions The Interconnected Business: How to Thrive in a Collaborative and Customer-driven Economy
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Feature Comparison Guide
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Feature Buyer's Guide
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Last updated 7/15/2008 11:53:59 AM