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Health Insurance CRM, Part 2: The BPO Catalyst November 20, 2009 
CRM has lagged in the health insurance industry, but a major transformation is imminent. "There's been a reluctance to make comprehensive investments in technology compared with other sectors," said Gartner analyst Joanne Galimi. "Generally, the firms in the sector have been very tactical, only investing in specific areas -- basically reacting to pain points."
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Salesforce.com Pumps Up Volume of Workplace Chatter November 19, 2009 
Salesforce.com is marrying its cloud computing bona fides with its growing expertise in collaboration in Salesforce Chatter, a new application and development platform. The company introduced the product at its Dreamforce tradeshow and conference under way in San Francisco.
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Microsoft Forecasts Azure Skies for Jan. 1 November 18, 2009 
After more than two years of crowing about "software plus service" rather than Software as a Service for its cloud computing strategy, the finish line is finally in sight for Microsoft's Azure. The company announced Tuesday at its Professional Developers Conference in Los Angeles that Azure will officially be available for all customers on Jan. 1, 2010.
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PaaS and the Democratization of Innovation November 18, 2009 
I was re-reading Eric von Hippel's excellent book Democratizing Innovation and found something in it that might help explain the popularity of cloud computing and Platform as a Service. I am on the way to Dreamforce and have little visibility into what Salesforce.com might announce in the next day or two, but no doubt there will be a lot about the cloud, so this might be a good opportunity to make my point.
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Creating Exceptional Customer Experiences, Both Coming and Going November 16, 2009 
One of the most important ways marketers can differentiate their offerings in today's unique selling environment is by creating a remarkable customer experience. One step toward achieving this goal is to ensure they have a single database that is tightly integrated with their CRM system to capture inbound and outbound dialogue and create a multidimensional marketing view of the customer.
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Text Analysis and the Next Generation of BI November 15, 2009 
Text-based content and information from across the Web are growing in importance to businesses. The need to analyze Web-based text in real-time is rising to where structured data was in importance just several years ago. Indeed, for businesses looking to do even more commerce and community building across the Web, text access and analytics forms a new mother lode of valuable insights to mine.
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Finding Out What They're Saying About You Is Worth Every Penny November 12, 2009 
Social media monitoring is a new business endeavor, with relatively few companies able to boast a significant track record of achievement. In fact, according to the new Aberdeen benchmark report, "The ROI on Social Media Monitoring," only 27 percent of Best-in-Class companies have engaged in social media monitoring activities for more than two years.
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A Tale of Two Sages November 11, 2009 
Sage convened its fall user group meeting in Atlanta this week. The event was set in the cavernous Georgia World Congress Center, a complex of three starship hangars left over from the Intergalactic Olympics. The facility is beautiful and very big. Sage estimated attendance at between 2,500 and 3,000 people, but despite that number of people, the place looked underused.
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High Court Hears 'Case of the Century' November 10, 2009 
The Supreme Court on Monday heard arguments in Bilski v. Kappos, a case that has been making its way through the legal system for more than 10 years -- and along the way has morphed into the software industry's worst nightmare. "It's been called 'the case of the century,' and to a large extent I have to agree," said John Squires, an attorney with Chadbourne & Parke.
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Black Swans and Blue Birds November 04, 2009 
I just finished reading The Black Swan, a book that has been on my list since it came out in 2007, and I highly recommend it, though it is not easy reading. There is a great deal of set up before you get to the whole point of the book in the last 50 pages. The Black Swan is about uncertainty in the real world, and the subtitle explains it all: "The Impact of the Highly Improbable."
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Workforce Management: Beyond Time and Attendance November 02, 2009 
In both the best and worst of economic times, worker productivity is a major management goal. Making sure that employees efficiently carry out their tasks is critical to the success of both government and business enterprises. First, of course, the workers have to show up.
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B2B TeleServices: Bring the Right Intel to the Table October 29, 2009 
In research conducted among over 200 companies in 2008 for a reported titled "B2B TeleServices and Appointment-Setting: Less Risk, Less Reward?," Aberdeen Group found that end-user sales organizations relying primarily on external appointment-setting vendors for lead generation realized dramatically lower business results if the vendor deliverable was limited to simple appointments.
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SFA May Be Mature, but It's About to Have a Growth Spurt October 26, 2009 
Sales force automation -- nimble, lightweight and usually mobile -- seems to have little in common with its staid parent, enterprise resource planning. Until you consider this: After years of widespread adoption, SFA has also become mature -- but in its own way. Yet the space is not remaining static.
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Tempering the Supply Chain With Better BI October 22, 2009 
Many organizations in the consumer packaged goods industry are experiencing a trade-off between the benefit of high product volume sales coming at the expense of extreme data complexity. At the same time, these companies struggle to maintain open lines of communication with their retail customers and distributors in order to better manage the upstream flow of product.
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Leveraging Social Media to Boost E-Commerce Holiday Sales October 21, 2009 
Word of mouth has long been a priceless asset to any business, and technology has expanded the playing field in a whole new way with mobile messaging and social media sites like Twitter, Facebook, YouTube and more. Every day, it seems hard to avoid the buzz about social media -- who's on it, what they're doing and what the latest trend is.
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Sales Forecasting and Say's Law October 21, 2009 
I have been studying sales forecasting and forecasting tools a lot recently, and I have come to the conclusion that we need better tools as well as better ways of using them. There is a lot that can be said about forecasting, its current state and how to improve it, and I don't want to leave anything out but I will try to be brief. First off, how we forecast says a lot about our views on economics.
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