CRM Magazine: April 2009
Magazine Features
The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.
Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.
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.
Get Satisfaction enables customers to connect with companies—and receive "people-powered customer service" in return.
On-demand customer service provider Parature expands from interactive gaming to target firms of all sizes.
CRM veteran Salesforce.com utterly revamps its service offering through acquisition and innovation.
Sword Ciboodle—the former Graham Technology—plants a flag in North America.
This year's class of four companies impressed us with their CRM service-and-support efforts—and, more important, they impressed their customers.
Astute Solutions helps Bath & Body Works' knowledge management system smell like roses.
CBS Interactive optimizes online service across all its sites so customers never miss a minute of the action.
The Municipality of Coamo, Puerto Rico, connects to the community with Microsoft Dynamics CRM and Rock Solid Technologies.
Identity-theft guardian LifeLock finds the key with on-demand contact center platform LiveOps.
Front Office
Customer strategists' service and support options are rapidly multiplying.
Reality Check
The Journey of Implementation — Part 1: Before the design and deployment stages begin, planning is everything.
Customer Centricity
Only if you remember why it mattered in the first place.
The Tipping Point
Consumers—at home and abroad—are demanding that companies address their needs.
But are you prepared to let them?
Pint of View
Service gaffes are part of life, but some of them are just astounding.
New federal laws require an opt-out for prerecorded calls—but that just might lead to better relationships.
Wireless service providers aren't listening to their loudest customers
More than half of telecommunications carriers don't measure customer satisfaction when it comes to enterprise billing.
Vendors unleash a new round of community forums for their customers.
As service providers expand their combined multimedia packages, customer service requires attention.
Solving a problem works best when others help you spread the good word.
Customer service tweeps speak for themselves.
Readers get smart on business intelligence.
The need for knowledge now permeates the enterprise.

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