A Proof of Concept (PoC) and “Bake-Off” are not the same thing, although many people treat them as such. To clarify, a “Bake-Off” is a pitting of two or more vendors against each other to compare their products and services, supposedly providing a side-by-side comparison of compatibility and capability with the intent on selecting a… read more >
DCG research and articles about: vendors
As I ramp up DCG’s social CRM research I’ve been looking through a number of recent industry studies including the latest edition of the Gartner Magic Quadrant on CRM Customer Engagement Center solutions (new term they are using to reflect the growing role of social channels – report is available from several featured vendors) and… read more >
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.
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