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At Dreamforce 2011, Salesforce.com unveiled more capabilities in the areas of enterprise collaboration and platform as a service (PaaS). The company is making it clear...
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Info-Tech's buyer's advice will help you optimize spending on salesforce.com and avoid buyer's remorse.
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Take a business process management (BPM)-centric approach to model the desired future state of your customer service IT systems. Then develop an overall IT systems...
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A Request for Proposal allows an organization to provide vendors with a detailed account of the requirements and the expected capabilities of the desired suite. Create a...
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A social media project is a multi-departmental undertaking that must be managed well to be successful. Document the process in a formal project charter to keep everyone...
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This template is designed to help you build a project charter in a timely manner.
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Use this template to support your business's evaluation of vendors and their solutions. Provide vendors with scenarios that prompt them to display not only their...
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Use this tool to assess your maturity and fit for a CSM solution.
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Web-based customer service is a critical component of customer service strategy that both private and public sector organizations and their customers rely on every day. A...
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Enable marketing, sales, and customer service teams by successfully choosing and implementing a suite for customer relationship management.
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