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Case Study

How General Motors Listens to Customers on Social Media

Next-Generation Customer Experience
Social Listening Helps Provide Better Insights, Customer Service, and ProfitabilityGeneral Motors is one of the world's leading automotive brands, selling 9.8 million cars and…
Dr. Natalie Petouhoff
Quarks

The ROI of Customer Care

Next-Generation Customer Experience
Proving false the notion that customer care is a cost center Executives have long thought of customer service or customer care as a cost center. However, executives and…
Dr. Natalie Petouhoff
Quarks

How Agile Customer Care Systems Drive High ROI

New C-Suite
As Customer Care Applications Become More Agile, Customer Care Becomes Ultra-Responsive and Boosts Productivity of Talent  Today’s customers require companies to provide them…
Dr. Natalie Petouhoff
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The ROI of Online Communities

Data to Decisions
Online Communities Provide Value Beyond Call Deflection  The expectation of the value of an online community is often associated with cost savings – just as call deflections…
Dr. Natalie Petouhoff
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The Foundational Elements for the Internet of Things (IoT)

Data to Decisions
Defining and setting the primers for IoT, gaining business value, from real-time data events This report offers a comprehensive primer of the IoT market, providing a solid…
Andy Mulholland
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Continuity of Customer Experiences Drives the Future of Commerce

Matrix Commerce
How Improving Online Customer Experiences Boosts Customer Loyalty and Revenue in Matrix Commerce  In a recent survey over 150 marketers, e-commerce, customer service and online…
R Ray Wang, Dr. Natalie Petouhoff
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Customer Data: The Missing Link to Strategic Success

Data to Decisions
Harness the Power of Every Organization’s Most Strategic Asset Organizations seeking to grow and differentiate their businesses can no longer afford to mistreat their…
R Ray Wang
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FIDO Alliance Update: On Track to a Standard

Future of Work
Identity Management Leader Publishes Specifications, Launches a Certification Program, and Attracts Support in Microsoft Windows 10  Download the full report for a limited…
Steve Wilson
Quarks

The State of Marketing in 2015

Marketing Transformation
Driving Excellence in Customer Experiences a Top Priority for Executives  This report identifies seven trends influencing the future of marketing, and explains how…
Dr. Natalie Petouhoff
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Insights into the Future of Cloud-Based EHM Solutions

Data to Decisions
How Enterprise Healthcare Management Improves the Health of Enterprises and Their Employees An affordability crisis has created chaos in the employer-provided healthcare market…
R Ray Wang