At the company's annual gathering of customer prospects last fall nearly all 30 were aiming to replace Microsoft's business management software, called Microsoft Dynamics.

FORBES: Focus

At the same time, through the use of behavior analysis, social listening and analytics we have much more insight into the concerns and interests of our customer and prospects.

FORBES: To Improve Marketing, Look No Further Than Your IT Department

Today, companies must also capture the strategies and viewpoints of everyone who is not a customer: prospects, business partners, competitors, economists, trendsetters, and anyone else who may influence their business or industry.

FORBES: SAPVoice: For The Modern Marketer, Hearing (Market) Voices Is A Good Thing

Once management undertakes the more strenuous goal of achieving desirable customer outcomes, then a more targeted and agile approach to planning and measurement is required, so as to optimize the prospects of delighting the customer.

FORBES: Measuring What Matters: From Outputs to Outcomes: Part 3

Instead, you need a solid business strategy that will use both customer retention and new prospects to drive value and growth.

FORBES: B2B Marketing Is More Than Leads

But today their job prospects are rosier - they are well equipped for multinational customer service positions and speak English fluently.

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