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Learn to apply best practices and optimize your operations.

• New sales tools offer fresh take on lead generation software

  New lead generation software helps companies sift through mountains of so-so sales prospects -- and tighten the grip on existing customers. Continue Reading

• The misnomer of 'customer lifecycle management'

  Is customer lifecycle management really just about iterations of contact with customers and prospects? Continue Reading

• Contact center upgrades to clear up complex customer service

  Contact centers are struggling to stay on top of the myriad communication channels available to consumers today. To effectively manage those channels, many contact center managers are looking to upgrade the hardware and technologies that form the ... Continue Reading

• Location-based apps present opportunities -- and data challenges

  Geolocation apps pair consumer preferences and location to provide real insight about customer preferences. But these apps pose data integration and privacy challenges galore. Continue Reading

• Using geolocation data to shape future campaigns

  In part one, we explored how companies are using geofencing to identify customers' location and target ads and offers to them based on data about their preferences. Here, we explore how geolocation technologies could predict the future. Continue Reading

• Making decisions about contact center architecture

  Companies need to figure out how to capitalize on multiple communication channels in order to create seamless customer interactions.Continue Reading

• CRM pitfalls: The premature go-live date

  Companies are often eager to get CRM systems up and running as fast as they can. But beware the premature go-live date.Continue Reading

• Legacy technology in contact centers stalls good customer service

  Good CSRs offering good customer service used to be enough for a contact center. But, today, facilities need to dump legacy technology to stay ahead.Continue Reading

• Contact center outsourcing: Friend or foe?

  This essential guide examines outsourcing contact center operations, focusing on aspects such as customer experience, security and performance.Continue Reading

• How gamification has become serious business in enterprises

  Companies are using gamification to rally customers around their brand, create engagement and generate more effective customer incentives for loyalty.Continue Reading

• CIO shares strategies for IT-business alignment and success

  Celso Mello, CIO at a provider of home heating and cooling services, talks about his path to IT-business alignment and success.Continue Reading

• Customer experience improvements hinge on good customer data

  Companies need to make it worth customers' while to supply their customer data.Continue Reading

• Honing lead generation techniques with your CRM system

  You can collect lead generation data from multiple sources and use a CRM system to target marketing and sales campaigns.Continue Reading

• How CRM systems are helping couples say 'I do'

  At George Street Photo & Video, President Michelle Mantel uses Salesforce to streamline formerly manual processes and make nuptials less stressful.Continue Reading

• Mobile geofencing: The good, the bad and the ugly

  Companies have brought out the pom-poms for geofencing, but this method of customer targeting doesn't always translate into good customer experience.Continue Reading