CRM Magazine: February 2009
Magazine Features
Up Against the Downturn: CRM in a Recession
Feeling battered by the recession? This is how you do battle: Fight! Fight! Fight!
The Numbers Tell the Tale
Some of the scary statistics capturing the impact of this economic crisis—so far.
Make Marketing Your Megaphone!
When budgets are tight, it's your job to calm skittish customers and capture the few viable prospects. You can't be everywhere at once, so be where you're most effective.
Hold Onto Your Customers!
In a recession, making the most of the people and technology you already have—and maintaining the service they provide—should be your top priority.
Spend Your Way Out!
Counterintuitive as the notion seems, sometimes the only way out of a financial crunch involves spending more to make more. But how do you make your spending more strategic?
 
Front Office
Focus on What Matters Most
In a difficult economy, don't sit idly by. Do something -- but be sure it has a payoff.
 
Reality Check
No Credit Where Credit Is Due
The rebirth of layaway in an age of automation.
 
Customer Centricity
An Opportunity in Chaos
Customer retention is the best use of a bad situation.
 
The Tipping Point
Strategies for Tight Budgets
Constrained spending is no excuse for CRM stagnation.
 
Scouting Report
Contact Centers in the Web 2.0 World
Web 2.0 technologies can support your customer service processes.
 
Pint of View
The Depression? Great.
How we handle the bad times can reflect well on us in the long run.
 
Insight
Express Service
American Express wants to cut spending as it enters 2009—nearly $2 billion worth—but what happens if its customers do the same?
Breaking Customer Service Tradition
More companies are realizing that delivering a great experience may not require a contact center.
Outsprinted
Telecom giant Sprint cuts telecom contact centers.
That’s (Not) Entertainment
Playboy and other entertainment companies make cuts—but hope to keep the brand alive.
Market Focus: Automotive—Running on Empty
Will Detroit get the help it claims to need, or the fate some say it deserves?
Required Reading: Finding a New Path to Customers
Finding a new path to customers means identifying what works, what doesn't, and why.
CRM on Twitter: February 2009
The recession casts a cold shadow over the Twitterverse.
 
REAL ROI
Constructing a Virtual Customer Experience
Wagner Equipment Co. digs deeper into service—and saves hard cash—with Siemens.
Next Customer, Please!
Adobe increases conversions with the help of behavioral-targeted live chat.
It’s Showtime!
Cobb Theatres makes a blockbuster move to combine dining and moviegoing.
From A(erospace) to Z(oology)
Technology provider National Instruments caters to a community.
 
Secret of My Success
Cutting Costs, Not Cutting Corners
D-Tools tries riding out the recession with low-cost, high-quality CRM.
 
Re:Tooling
Re:Tooling -- Web Conferencing: Calling Your Conference to Order
No longer a brand-new technology, Web conferencing continues to expand its reach as its capabilities continue to mature.
 

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