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Webinar Predictions 2019: Customer Service And Sales
For some time, the burning question has been: Will robots replace humans? While the proliferation of robotic process automation (RPA) has reduced headcount in the back office, it’s a...
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Report Benchmark Against Best Practices To Optimize CRM Performance
Benchmarks: The CRM Playbook
March 2, 2018 | Kate Leggett, John BrunoTo succeed in the age of the customer, application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. We surveyed 221 business and tech...
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Report Five Key CRM Trends For 2018 That Shape How Companies Drive Relationship And Revenue
January 16, 2018 | Kate LeggettIn the age of the customer, good customer experiences are the only sources of competitive differentiation. CRM has the potential to transform customer relationships, but companies have only started...
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Report Predictions 2018: Blended AI Will Disrupt Your Customer Service And Sales Strategy
Prepare For Dips In Customer Satisfaction And Service Levels
Artificial intelligence. All the craze. Application development and delivery (AD&D) professionals are on the frontline in learning how to use AI in customer service and sales. Whether that's...
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Report Assess CRM Capabilities To Pinpoint Opportunities
Use Forrester's Best Practices Framework For CRM Success
September 12, 2017 | Kate LeggettThis report helps application development and delivery (AD&D) pros who are looking to implement customer relationship management (CRM) strategies and solutions. The effects of automation and...
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Webinar SAP For Customer Engagement
Despite being more closely associated with the back office, modern-day SAP has multiple compelling options for customer processes and customer engagement. Flagship offerings in this space include...