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"Coffee and BI are for Closers: Mixing Analytics with Customer-Facing Activity," prepared by Peter Krensky, Research Associate in Aberdeen's Business Intelligence and Enterprise Applications practices, states that, for better or worse, books are usually judged by their covers. The same is true of enterprises, as customers base their first impression -- and decision to establish a business relationship -- on interactions with customer-facing employees. Because clients can be won or lost in a single exchange, top performing organizations properly equip their personnel prior to engaging the market by using Business Intelligence (BI) to help sales, marketing, and service employees manage relationships and drive new business through detailed knowledge of products and services.
This Analyst Insight examines how top performing organization manage and deliver actionable data to develop BI-savvy employees, and utilize analytics to meet the needs of the customer-facing workforce. To obtain a complimentary copy of this report, visit: http://www.aberdeen.com/link/sponsor.asp?spid=30410182&cid=8281&camp=2.

"Crossing the VoIP Gap: Real-time Interactions Demand Optimized Networks," authored by Jim Rapoza, Senior Research Analyst for the Aberdeen Networking and Application Performance research practice, looks at the performance impact that unified communications, IP-based telephony and real-time video communications have on company networks, and how they demand a strong focus on network performance management and optimization. It analyzes how businesses that invest in managing the performance of UC, VoIP, and other real-time communications build a strong network core to ensure continued high performance for all applications and networks. To build an effective network to handle these types of communications, organizations need to track how key applications are running, what impact they have on network performance, and learn how to best optimize those applications to gain the highest quality of service. To obtain a complimentary copy of this report, visit: http://aberdeen.com/Aberdeen-Library/8297/AI-unified-communications-management.aspx.

About Aberdeen Group, a Harte-Hanks Company

Aberdeen Group, a Harte-Hanks Company (NYSE: HHS), is a global, full-service, multi-channel marketing services firm with deep expertise in developing research-based technology marketing content. Enabled by its team of 40 analysts covering 16 industry-sector categories, Aberdeen provides B2B marketers with relevant content assets available in multiple formats that target each stage of the customer buying cycle.

Aberdeen has offices in Boston and London. Harte-Hanks operates 25 offices in the United States, and has locations throughout Asia-Pacific, Europe, and Latin America.

© 2012 Aberdeen Group, Inc., a Harte-Hanks Company
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Boston, Massachusetts 02210-1928
Telephone: (617) 854-5200
Fax: (617) 723-7897
www.aberdeen.com



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