NOV 5, 2013 3:36pm ET

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Drive Customer Experience with Actionable Social CRM

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Social media and the Web have given rise to a new form of empowered consumers who can research and voice their options, solve problems and have a powerful sphere of influence well beyond their backyard fences. Social media has added yet another digital channel, similar to the email channel in the early-to-mid 90s, that needs to be included in every comprehensive CRM strategy.

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