Pearson's strategic investment in NOOK Media will accelerate customer access to digital content by pairing its leading expertise in online learning with NOOK Media's expertise in online distribution and customer service.

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The acquisition of InQuira provides Oracle with a complete knowledge-management suite, integrated with self-service support, online customer forums and agent-assisted CRM.

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Internet access will become common in retail stores and the trend will continue toward online customer service, with "live" salespeople ready at their computer keyboards to assist visitors at retail Web sites.

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Sears has done precious little of that in its stores other than the recent rollout of iPads and iPod Touches to 450 Sears stores to assist with customer service issues and online price checks.

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It sends SIM cards to deliver its service, all online, so it has low prices, and operates with no customer service or call centers, and (sorry to say) almost no advertising.

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Your rants, sports critique, bar-hopping plans and customer service complaints will get wrapped up with your professional online image.

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The company has struck numerous content deals with media companies, established an efficient supply chain for DVD delivery, enriched its online content, and maintained excellent customer service.

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