Results 1-3 of 3 for David Boulanger.
ANALYSIS Is One to Be Reckoned With

At its annual Dreamforce event, and several of its partners -- Facebook, Google and Amazon -- made announcements intended to encourage more businesses to pursue Web-as-a-platform using their business process platform. Taking away significant amounts of hype, there were three...


Customer Experience Management: Rx for the Top and Bottom Lines

CEOs across companies and industries have become focused in 2008 on the critical role that customer experience plays in keeping their companies competitive and driving profitability. These same CEOs are challenging their CMOs to move beyond CRM to Customer Experience Management, which takes an outsi...


The New Contact Center Profit Model

Contact center managers for years have been using tried-and-true efficiency-oriented key performance indicators to measure contact center success, such as average call handling time and cost-per-call. Aberdeen completed a benchmark survey in May that examines the trend of Fortune 100 Best-in-Class c...

CRM Buyer Channels