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While the vast majority of CRM and SFA software solutions available today focus on improving sales efficiency by automating sales business processes, few tools truly deliver superior sales effectiveness. Selling organizations need to carefully examine and round off the core functions of the sales process, of which sales messaging is critical. In th...

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30 Jun 2005  |  North America

End-to-End Enterprise Communications Solutions

This is a market insight that provides details on the impact that PBX vendors are having on the conferencing market. Many of the top enterprise communications vendors have recently expanded their offerings to include audio, web and video conferencing capabilities. Such end-to-end solutions have benefits for customers and end users. However, chall...

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This market insight discusses the importance of the 'process' aspect of CRM in customer retention. This is illustrated with the help of a case study of a leading internet service provider, where we discuss some of the challenges faced by the company in customer retention, and the lessons learnt. Some of the process-centric best practices in custome...

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