Biographical Information
Koa Beck
Editorial Assistant, CRM magazine
212-251-0608 x105

Koa Beck received her BA in English and BA in French and Francophone Studies from Mills College in Oakland, Calif. Her pieces have appeared in New York Moves magazine and online at The Huffington Post. She is the 2009 winner of the Ardella Mills Prize for Fiction.

Articles By Koa Beck
K9Cuisine.com generates a revenue increase simply by keeping its name in tweeted URLs
Posted 24 Jun 2011 [July 2011 Issue]
A major American energy company uses a customized sales program to cross-sell its way to higher profits
Posted 24 Jun 2011 [July 2011 Issue]
The San Francisco company partners with eWordofMouth to generate a 99 percent increase in Facebook "likes"
Posted 18 May 2011 [June 2011 Issue]
Why the old rules of etiquette no longer apply
Posted 18 May 2011 [June 2011 Issue]
Companies need to shift from a "me first" to a "we first" world, author warns
Posted 18 May 2011 [June 2011 Issue]
New federal laws have "thrown everything up for question"
Posted 18 May 2011 [June 2011 Issue]
Overshadowed by news of a deal with Salesforce.com, Radian6 user conference stresses need to engage with customers, not bombard them
Posted 18 May 2011 [June 2011 Issue]
FundNET installs Ifbyphone to redefine call-in support for financial services clients
Posted 15 Apr 2011 [May 2011 Issue]
Being the preferred brand is not enough in the face of quickly shifting market dynamics
Posted 15 Apr 2011 [May 2011 Issue]
Most consumers are not active users, study shows, but easing access may spur participation
Posted 15 Apr 2011 [May 2011 Issue]
Pitney Bowes and others reveal digital delivery service applications
Posted 15 Apr 2011 [May 2011 Issue]
Heroku partners with Accenture, Pivotal Labs, and more than 50 other companies to deliver cloud solutions.
Posted 13 Apr 2011
Appirio makes its third acquisition in three months.
Posted 11 Apr 2011
New packages make it easy for new types of users in sales and multiple corporate divisions to improve business planning and management.
Posted 06 Apr 2011
The Temkin Group's "2011 Experience Ratings" identifies retailers as doing the best job with customers overall, but almost half of companies do a poor job.
Posted 01 Apr 2011
Forrester Research determined that many companies are planning to invest heavily in WCM with plans to use other technologies in conjunction.
Posted 28 Mar 2011
Key features include Twitter and Lithium social customer channels, automated customer answers, advanced reporting, and support for 33 languages.
Posted 23 Mar 2011
Infowelders expands Appirio by bringing additional customers.
Posted 23 Mar 2011
How to Demystify Women's Purchasing Behavior
Posted 17 Mar 2011 [April 2011 Issue]
Sales and marketing teams must be connected for a win-win scenario
Posted 17 Mar 2011 [April 2011 Issue]
After a lawsuit questioned quality of its beef, the food chain aggressively disseminated its side of the story
Posted 17 Mar 2011 [April 2011 Issue]
Analyst Nate Elliott recommends developing global outreach strategies through social media.
Posted 16 Mar 2011
New software and consulting service includes a "university," cloud analytics, and personalized shopping strategies.
Posted 14 Mar 2011
The Allegiance Engage platform is expected to help the top-ranked airline improve customer service even further.
Posted 09 Mar 2011
A report by the Temkin Group surveying 6,000 consumers determines that social media is not yet the largest "word of mouth" medium.
Posted 07 Mar 2011
A trusted advisor joins the Mzinga executive team and board of directors.
Posted 02 Mar 2011
New solution guides small companies through the set-up of customer outreach programs that use text messaging.
Posted 28 Feb 2011
The rising power of consumers should put them at the forefront of social strategies
Posted 25 Feb 2011 [March 2011 Issue]
Salesforce.com video tops the list of Beagle's first Short Tale Awards.
Posted 22 Feb 2011
Customers expect more from service providers with expectations being set high by one particular channel.
Posted 16 Feb 2011
A Forrester forecast indicates one in five American consumers will be using online banking by 2015.
Posted 14 Feb 2011
The solution leverages existing investments to route social media interactions to the best resource based on message context and business value.
Posted 09 Feb 2011
Jeff Lautenbach brings with him 20 years experience at IBM.
Posted 07 Feb 2011
Forrester's report on co-creation outlines six co-creation engagements.
Posted 02 Feb 2011
Will the smart money back experimental technology?
Posted 01 Feb 2011 [February 2011 Issue]
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
Posted 01 Feb 2011 [February 2011 Issue]
Fickle customers toting mobile devices are just one click away from taking their business elsewhere
Posted 31 Jan 2011 [February 2011 Issue]
Parature Appoints former Salesforce.com Senior Sales Executive Mike Minelli to Chief Revenue Officer
Posted 31 Jan 2011
Sword Ciboodle's new VP brings experience with social technology and traditional CRM.
Posted 26 Jan 2011
Forrester Wave's new U.S. database MSP names Episilon, KBM Group, and Targetbase as pack leaders.
Posted 24 Jan 2011
Groupon will deploy the Vertica Analytics Platform on the Amazon Elastic Cloud Computing (EC2) solution for deployment flexibility and ease of scalability.
Posted 19 Jan 2011
The acquisition will extend Chatter collaboration platform with real-time communication technologies.
Posted 12 Jan 2011
Customers can receive bills, coupons, and catalogues through a single application
Posted 10 Jan 2011
Salesforce aims to become "the cornerstone of the next-generation of cloud computing" with latest acquisition.
Posted 05 Jan 2011
The U.S. government struggles as the entity most resistant to change
Posted 04 Jan 2011 [January 2011 Issue]
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
Posted 04 Jan 2011 [January 2011 Issue]
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
QR code software like Microsoft Tag and iCandy is catching on with companies to bridge the digital world with the physical
Posted 03 Jan 2011 [January 2011 Issue]
The company snatches the cloud-based integrated marketing software vendor for $525 million.
Posted 03 Jan 2011
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Posted 31 Dec 2010 [January 2011 Issue]
The lessons universities are learning about emerging technologies
With contactless stickers and an e-wallet, publisher hopes to enhance magazine marketing at the point of sale.
Posted 20 Dec 2010
"The 2011 Listening Platform" reveals a splintering of the listening landscape and demands for higher-quality real-time data.
Posted 15 Dec 2010
eGain Multisearch provides federated search, multi-access navigation, and multi-process expertise behind the simple search box.
Posted 13 Dec 2010
Baynote's new solution automatically adapts to real-time customer needs, delivering relevant and personal experience across digital touch points.
Posted 09 Dec 2010
The 2010 MQ report reveals that MDM is quickly approaching mainstream.
Posted 08 Dec 2010
Real-Time ID is expected to provide a change to online marketing strategies.
Posted 08 Dec 2010
Salesforce's new Database.com will be available across mobile devices, languages, and platforms.
Posted 07 Dec 2010
Gartner's MQ report reveals that more and more organizations are adopting BPM as a discipline.
Posted 07 Dec 2010
Stronger integration of customer data, online customer service, and company brand values seen as critical for turning large B2C call centers into revenue generators.
Posted 07 Dec 2010
Medallia's text analytics solution brings unstructured data analysis to organizations.
Posted 07 Dec 2010
Verint's Customer Interaction Analytics portfolio includes text and sentiment analytics.
Posted 06 Dec 2010
inContact aims to further service mid-market contact centers in providing their cloud-based workforce management solution.
Posted 03 Dec 2010
Gartner's MQ of EIA reveals that many vendors now offer e-mail archiving
Posted 03 Dec 2010
Voice Experience Manager allows businesses to a identify a caller before they enter the IVR maze
Posted 02 Dec 2010
Vendor Deep Dive — Zuora, Part 1: The on-demand billing specialist recently unveiled four different editions of Z-Commerce for the Cloud, providing infrastructure for the pay-as-you-go business model.
Posted 02 Dec 2010
Diane Clarkson, online customer service analyst, lays out the most successful social media strategies across departments.
Posted 01 Dec 2010
Magic Quadrant for Web Content Management '10: With the mobile Web rising in importance, veterans Oracle, Open Text, and Autonomy share space with upstarts SDL, Sitecore, and FatWire.
Posted 01 Dec 2010
New MyAccount application gives customers self-service access to their invoices 24/7.
Posted 01 Dec 2010
The Forrester Wave: CRM Suites Customer Service Solutions report evaluates 19 of the leading CRM suite solutions
Posted 01 Dec 2010
RightNow Summit '10, Day 2: RightNow's "chief morale officer" explains the value of establishing a corporate atmosphere that's respectful of employees.
Posted 30 Nov 2010
Shop.org Summit '10The CEO of Urban Outfitters delivers opening keynote.
Posted 30 Nov 2010
eGain Social Experience Suite enables agents to move heated customer debates from social networking sites like Facebook and Twitter to private interaction channels
Posted 30 Nov 2010
RightNow CX for Facebook allows organizations to interact with consumers via Facebook from the agent desktop
Posted 30 Nov 2010
RightNow Summit '10: Panelists discuss how social media should be addressed across all departments.
Posted 30 Nov 2010
The provider of enterprise communications announces OpenScape Fusion Social Media.
Posted 30 Nov 2010
Rosetta Stone will be the first company to use Parature's new Facebook application
Posted 30 Nov 2010
CSO Insights reveals email marketing to be the most powerful lead generation for second year in a row.
Posted 30 Nov 2010
The communications and networking giant's new Cisco SocialMiner promises ways to increase customer interactions through social media.
Posted 22 Nov 2010
A cloud-based solution promises to eliminate contact center "whispers."
Posted 16 Nov 2010
Avaya Aura Contact Center creates a collaborative space for agents, customers, and experts using Session Initiation Protocol (SIP)-based communications.
Posted 16 Nov 2010
Virtual agents, deemed the new "concierge" of the Internet, help customers navigate through ever-increasing Web site complexities.
Posted 04 Nov 2010 [October 2010 Issue]
The search-engine giant beaches its innovative collaboration engine.
Posted 04 Nov 2010 [October 2010 Issue]
Predictive analytics helps a police department make better use of limited resources.
Posted 04 Nov 2010 [October 2010 Issue]
The Alcatel-Lucent Genesys Social Media Strategy provides enterprises with a more expansive way to monitor customer activity across social networks.
Posted 19 Oct 2010
With ClickFox, Sprint takes an analytical look at its crosschannel customer experience—and saves millions in the process.
Posted 22 Sep 2010 [September 2010 Issue]
If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power.
Posted 22 Sep 2010 [September 2010 Issue]
A proposed federal tax on overseas calls has the potential to radically alter the contact center industry.
Posted 14 Sep 2010 [September 2010 Issue]
ForeSee Results determines a consistent link between online transparency and citizens' trust of federal Web sites.
Posted 31 Aug 2010
The Temkin Group outlines eight customer "megatrends," predicting how companies should engage with customers over the next three to five years to sustain the strongest relationships.
Posted 31 Aug 2010
On the foundation of a Salesforce.com sales contact center, homebuilder Beazer Homes USA constructs increased sales out of fewer, better leads
Posted 24 Aug 2010 [August 2010 Issue]
Posted 24 Aug 2010 [August 2010 Issue]
A new report urges companies to balance business impact with the cost of technology.
Posted 19 Aug 2010
The open-source upstart announces cloud-based services and three new editions of its flagship product.
Posted 19 Aug 2010
The analytics specialist launches ClickFox Pulse, an analytics dashboard to capture the "pulse" of customers' experiences.
Posted 19 Aug 2010
Two customers of communications provider Interactive Intelligence move their contact centers to the cloud—at least for now.
Posted 11 Aug 2010 [August 2010 Issue]
CRM Evolution '10 — Day 2: ThinkJar founder Esteban Kolsky says the future of customer service will be service provided by customers.
Posted 07 Aug 2010
CRM Evolution '10 — Day 1: Emily Yellin, author of Your Call Is (Not That) Important to Us, shares some customer service interactions of her own, and reveals the secret of the karmic footprint.
Posted 02 Aug 2010
The contact center specialist launches a new social CRM product to build communities comprising agents, consumers, and enterprises.
Posted 18 Jul 2010
Sword Ciboodle and SAS revamp the contact center with SAS Real-Time Manager, designed to predict customer behavior.
Posted 18 Jul 2010
The new Autonomy Social Media Governance product is intended to help businesses monitor social media channels for slanderous and inaccurate content.
Posted 16 Jul 2010
The customer interaction specialist acquires longtime partner eglue, a manager of real-time decision-making and guidance for agent desktops, for at least $29 million in cash.
Posted 28 Jun 2010
By acquiring a pioneer in open-source enterprise resource planning software, Consona hopes to strengthen its position in cloud computing.
Posted 28 Jun 2010
Internet Week NY '10: Advertising Research Foundation panelists from Google, Adweek, InsightExpress, and JWT stress the importance of video advertising.
Posted 17 Jun 2010
Internet Week NY '10: At an Advertising Research Foundation panel, executives from General Mills, Harris Interactive, and Porter Novelli reveal how brands should use Twitter, Facebook, and other social media.
Posted 13 Jun 2010
RightNow Technologies announces the release of RightNow Mobile, increasing customer interaction via smartphones, tablets, game consoles, and GPS systems.
Posted 01 Jun 2010
IBM purchases Sterling Commerce from AT&T for $1.4 billion cash. IBM plans to use Sterling Commerce's software to connect more easily and efficiently with businesses, providers, and customers.
Posted 01 Jun 2010
The vendor partners with business intelligence player MicroStrategy to deliver call analytics to the contact center.
Posted 25 Apr 2010
Greg Gianforte, CEO of RightNow Technologies, stresses mobile and social media interaction at RightNow Summit '10
Posted 11 Jan 2010
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