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Social Media Study, Customer Care Benchmarking


The news as of the first coffee this morning, and the music is The Marshall Tucker Band's first album, cleverly titled The Marshall Tucker Band. It appears we have a law 'n' survey theme going today, so let's get to...
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The Cloud Will Grow in 2009 - IDC


What IT sector goes up in an economic down turn? IDC answers the question with this report, Software as a Service Market Will Expand Rather than Contract Despite the Economic Crisis, IDC Finds. Cloud Computing would have grown in a good economic...
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Conventional wisdom on CRM requirements doesn't wo


The final major flaw with the functionality led approach to CRM requirements gathering is the Rumsfeldian notion of the unknown unknowns. Users, who invariably haven’t used CRM technology before, are expected to articulate a complete vision of what...
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ConceptDraw MindMap


ConceptDraw MindMap is a mind mapping and brainstorming software that you may use for capturing ideas, planning events as well taking notes in a more visual interface. It is one of the very popular mind mapping software and often rated at par with...
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SaaS Vision is About More Than Just "the Suite"


The integration among SaaS solutions described in Phil’s initial blog could be built by an integrator for a specific customer, or provided as an “integration as a service” offering to the market, by Appirio or another third party. We take a...
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Where’d the wireframe go?


User experience designers are very comfortable in the land of architecture diagrams, user flows, and wireframes. We love our black-and-white drawings that specify interaction. And this is a problem. One of my key realizations from last week’s UX...
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