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The Journey Into Social Media Marketing
Lately we've been working with quite a few CMO's at companies that are considering the leap into social media marketing, many of which are in the process of choosing a social media agency, nailing down scope of work, and all of which are still unsure if it will be a good or a bad investment.
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> Expert Articles > Expert Articles
Date: 2008-01-30
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Improving First Call Resolution By Using EDM
Continuing this week's theme of Enterprise Decision Management or EDM in customer service, I am going to focus on one of the most important metrics in call centers - first call resolution. I saw a nice description of what this means in Tools To Improve First Call Resolution on CRM Daily:
Directory:
> Expert Articles > Expert Articles
Date: 2008-01-25
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Distributors and Web Dummies
A few days ago a customer asked about renewing a license on a piece of Internet equipment they bought from me last year. No, I'm not going to be more specific than that: we need to protect the guilty.
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Date: 2008-01-25
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IP Address as Personal Information
In some very interesting news coming out of the European Union, the IP Address that you use should be regarded as "personal information" meaning it now has the potential to fall under the safeguards and provisions of the very stringent privacy directives that the EU has.
Directory:
> Expert Articles > Expert Articles
Date: 2008-01-23
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Backing Up Online
I recently had one of those "Aw, nuts" moments when my PC froze and wouldn't boot up after I powered it off. No matter what I tried, I couldn't get past the Windows Safe Mode.
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> Expert Articles > Expert Articles
Date: 2008-01-18
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The Network Solutions Controversy
Controversy is brewing about domain registrar company Network Solutions' newly instituted practice of automatically registering domain names users search for and then jacking up the price during ICANN's return grace period.
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> Expert Articles > Expert Articles
Date: 2008-01-10
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eCommerce Predictions for the Year
Everyone else is making predictions, so I guess I will get in on the fun too. The best thing about making predictions is that you will never remember them by the end of the year anyway. (unless I get them right, in which case I will remind you!)
Directory:
> Expert Articles > Expert Articles
Date: 2008-01-08
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The Un-Server: Using a MacBook
I started following through with some of my 2008 resolutions. First thing was to finally take the time to program our thermostat. I set it to 59 degrees at 10:00 PM, then to turn up to 64 at 7:00 AM, down to 62 again at 10:00, up to 64 at 5:00.
Directory:
> Expert Articles > Expert Articles
Date: 2008-01-07
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Any Hope for SCO?
SCO's stock price sank and sank and recently they've been delisted: you can't buy their stock on NASDAQ anymore (though it's hard to imagine why you would want to - you'd need a lot of faith and hope to be chasing this rabbit!).
Directory:
> Expert Articles > Expert Articles
Date: 2008-01-04
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Sharepoint - an ECM Virus?
CMS Watch has found that although Microsoft Office SharePoint Server (MOSS) 2007 brings improved collaboration facilities over previous editions, it comes at the cost of a dearth of enterprise management services, leading to rampant, viral proliferation and instances of uncontrolled content, as well as major compliancy risks.
Directory:
> Expert Articles > Expert Articles
Date: 2008-01-02
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