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Amazon’s $4 Billion E-Commerce War Chest

February 7, 2013

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The Number of Marketplaces

Forrester Research senior analyst Andy Hoar delivered a fascinating keynote at the Rakuten Linkshare Symposium last week.  His theme was the continuing evolution of e-commerce and the insights he brought will have a lot of consequences for the performance marketing sector. Some of his points restated things that anyone that has been paying attention already […]

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Let’s Call it ‘Anti-social’ Media

August 2, 2012

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I’m confused why we refer to this world of Facebook, Twitter, LinkedIn, Foursquare, Pinterest, YouTube, Google+, MySpace, etc., as “social” media. From everything I’ve experienced, it should really be called “anti-social” media. The sad reality is that social media has devolved into a series of faceless and impersonal interactions through PCs, smartphones and tablets, whereby […]

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Transform Customer Data Into Profit

June 28, 2007

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Customer-first. Customer-focused. Customer- driven. Customer-centric. Customerobsessed. The words have been bandied about in the management lexicon in the last few decades as though each new wave of strategists were the first to realize that revenue comes … from customers. That fact seems self-evident, but what has been less clear is how to fully capitalize on […]

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Understanding Customer Intentions: Delivering a Satisfying Customer Experience

June 28, 2007

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Figure 1: Top Five Business Issues for Senior Executives

As far as business headlines go, one in particular has been pretty hard to ignore: Companies are once again focused on growth. To be precise, they are focused on the opportunities and challenges of increasing share and revenue by attracting, acquiring and retaining profitable customers – no easy task in the face of changing consumer […]

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CRM and the Move Toward Preconfigured Solutions

June 28, 2007

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This paper looks at the merits of preconfigured solutions in CRM and whether or not the absence of customization is actually harming customer service. The disconnect between customer relationship management (CRM) applications and the reality of customer experiences will also be examined. As technology and automation become more pervasive, the customer is feeling more alienated […]

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CASE STUDY: O.C. Tanner

June 28, 2007

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"With Avanade as our implementation partner we were able to quickly reap the benefits of a truly integrated CRM solution that supports our commitment to customer excellence." Company description For 80 years, O.C. Tanner has been an innovative force helping organizations around the world achieve the business benefits of strategic, high-impact recognition. Customer challenge O.C. […]

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CRM Without Compromise: A Strategy to Outsmart and Outgrow Your Competition

June 28, 2007

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Investments in CRM applications have produced a broad spectrum of results. Some companies experienced dramatic increases in revenue and customer satisfaction along with significant cost savings, while other companies have experienced limited returns and disappointing results. The benefits would be greater if more companies took CRM to the next level by designing their CRM strategy […]

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Making the Pivot: The New Playing Field of Customer Experience Management

June 28, 2007

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The very best athletes shift the momentum of the game at critical moments, and as spectators this pivot can take our breath away. Nearly any sports fan can recall a game-changing play that enabled the team to take the upper hand and demoralize the competition. Businesses today need to be equally agile when managing their […]

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Microsoft® Dynamics – CRM As a Solution Platform

June 28, 2007

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A Powerful New Paradigm for Application Development

Microsoft Dynamics CRM has grown in popularity with businesses and organizations of all types because of its ease of use and effectiveness as a traditional customer relationship management (CRM) application.

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