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CRM Magazine: May 2009
Magazine Features
Have retailers, desperate for survival, abandoned their commitment to the customer experience?
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Neither your best guess nor your gut instinct is good enough anymore. Fortunately, with enterprise decision management, the technology and methodology now exist to help you reach a better conclusion.
There's a lot going on inside the customer's head, whether you put it there or not. What are salespeople up against?
 
Front Office
Stress levels brought about by the economy are making people more combative in their everyday lives.
 
Reality Check
Just because CRM deployments have spread doesn't mean they've succeeded.
 
Customer Centricity
In a tight economy, companies try to cut operating expenses wherever they can.
 
The Tipping Point
That is the question. (The answer may surprise you.)
 
Scouting Report
Helping contact center managers achieve four primary goals.
 
Pint of View
Think about what you're giving off when you're giving in to pressure.
 
Insight
Automating and optimizing work processes will boost the market for the foreseeable future.
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
The candy brand integrates its messaging across Twitter, Flickr, Wikipedia, YouTube, Facebook, and elsewhere on the social graph.
Why mobile shopping—"m-commerce"—is finally getting a move on.
Being a shortcut means enhancing your value to those around you.
How have retailers fared in the twitterverse?
 
REAL ROI
Retail had a bad season, but Wrigleyville Sports now finds itself safe at home.
Akamai Technologies needed to step up its Web-content delivery efforts on behalf of the music television network.
Intuit QuickBase helps TomTom navigate reseller deals.
A financial-trading facility gets a new recording system in less than two weeks—and saves $292,000.
 
Secret of My Success
Movie Web site and ticket retailer implements analytics to aid with internal reporting.
 
Re:Tooling
Speech-enabled interactive voice response systems now involve other customer channels.
 

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