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INDUSTRY ANALYSIS

The Truth About Best Practices

In the CRM arena, there are several myths surrounding best practices, and these myths get more pronounced the closer systems are to channels and customers. The situation gets worse as the pressure is increased to produce results from people you have no direct control over. Despite all the hype, best...

Doing Your CRM Purchasing Homework

The lure of CRM is strong. It holds the promise of bringing businesses closer to consumers and feeds the expectation that happier customers will translate into much higher revenue. However, that prospect can begin to seem a lot less favorable when a company starts to sort through various CRM opti...

The Hidden Costs of Running an E-Commerce Site

Most people think of Web hosting and marketing outlays when they consider launching an e-commerce site, but a laundry list of additional costs are not apparent at first glance: merchant account fees, liability and fraud insurance fees, maintenance fees and transaction fees, and customer service, ...

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