CRM Magazine: April 2009
Magazine Features
The 2009 CRM Service Awards: Table of Contents and Introduction
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
The 2009 CRM Service Awards: Service Leaders -- Introduction
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
The 2009 CRM Service Awards: Service Leaders -- Contact Center Infrastructure
The 2009 CRM Service Awards: Service Leaders -- Interactive Voice Response
The 2009 CRM Service Awards: Service Leaders -- Web Self-Service
The 2009 CRM Service Awards: Service Leaders -- Web Interaction Management
The 2009 CRM Service Awards: Service Leaders -- Workforce Optimization Suite
The 2009 CRM Service Awards: Service Leaders -- Contact Center Search
The 2009 CRM Service Awards: Service Leaders -- Enterprise Feedback Management
The 2009 CRM Service Awards: Service Leaders -- Outsourcing
The 2009 CRM Service Awards: Rising Stars -- Introduction
The five companies we cast an approving eye on -- some names that might be new to you, but at least one that will be all too familiar, in a different context.
The 2009 CRM Service Awards: Rising Stars -- Get Satisfaction: Socializing Your Service
Get Satisfaction enables customers to connect with companies—and receive "people-powered customer service" in return.
The 2009 CRM Service Awards: Rising Stars -- Helpstream: Ministering to the Masses
Helpstream brings the community into customer service.
The 2009 CRM Service Awards: Rising Stars -- Parature: Gaming the System
On-demand customer service provider Parature expands from interactive gaming to target firms of all sizes.
The 2009 CRM Service Awards: Rising Stars -- Salesforce.com: Clouding Up the Scene
CRM veteran Salesforce.com utterly revamps its service offering through acquisition and innovation.
The 2009 CRM Service Awards: Rising Stars -- Sword Ciboodle: Crossing the Pond
Sword Ciboodle—the former Graham Technology—plants a flag in North America.
The 2009 CRM Service Awards: Service Elite -- Introduction
This year's class of four companies impressed us with their CRM service-and-support efforts—and, more important, they impressed their customers.
The 2009 CRM Service Awards: Service Elite -- Bath & Body Works: Spiffing Up the Center
Astute Solutions helps Bath & Body Works' knowledge management system smell like roses.
The 2009 CRM Service Awards: Service Elite -- CBS Interactive: Playing the Games
CBS Interactive optimizes online service across all its sites so customers never miss a minute of the action.
The 2009 CRM Service Awards: Service Elite -- Municipality of Coamo, Puerto Rico: Pleasing the Public
The Municipality of Coamo, Puerto Rico, connects to the community with Microsoft Dynamics CRM and Rock Solid Technologies.
The 2009 CRM Service Awards: Service Elite -- LifeLock: Scaling for Security
Identity-theft guardian LifeLock finds the key with on-demand contact center platform LiveOps.
 
Front Office
Service with a :-)
Customer strategists' service and support options are rapidly multiplying.
 
Reality Check
First Steps Are Always Critical
The Journey of Implementation — Part 1: Before the design and deployment stages begin, planning is everything.
 
Customer Centricity
Is Customer Experience Relevant in a Recession?
Only if you remember why it mattered in the first place.
 
The Tipping Point
Your Customers Want You to Know Them
Consumers—at home and abroad—are demanding that companies address their needs.
 
Connect
Social Customers Want to Engage
But are you prepared to let them?
 
Pint of View
We Reserve the Right to Screw Up Your Service
Service gaffes are part of life, but some of them are just astounding.
 
Insight
Power to the Consumer
New federal laws require an opt-out for prerecorded calls—but that just might lead to better relationships.
On The Scene -- Net Promoter Conference ’09: Can You Hear Me Now?
Wireless service providers aren't listening to their loudest customers
Bad Billing Will Kill Off Your Biggest Buyers
More than half of telecommunications carriers don't measure customer satisfaction when it comes to enterprise billing.
Social Support for Software
Vendors unleash a new round of community forums for their customers.
Market Focus -- Telecommunications: Bundled Offerings, Better Retention?
As service providers expand their combined multimedia packages, customer service requires attention.
Required Reading: Hear Ye, Hear Ye, Tell All About It
Solving a problem works best when others help you spread the good word.
CRM on Twitter: April 2009
Customer service tweeps speak for themselves.
Feedback: April 2009
Readers get smart on business intelligence.
 
Re:Tooling
Re:Tooling -- Knowledge Management: Knowledge (Management) Is Power
The need for knowledge now permeates the enterprise.
 

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