CRM Magazine: May 2009
Magazine Features
Selling Out
Have retailers, desperate for survival, abandoned their commitment to the customer experience?
In More Ways Than One
Companies recklessly adding new channels for service outreach risk damaging the customer experience.
Decisions, Decisions
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.
The Psychology of the Sale
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
The Stressed-Out Customer
Stress levels brought about by the economy are making people more combative in their everyday lives.
 
Reality Check
Don’t Confuse Implementation with Adoption
Just because CRM deployments have spread doesn't mean they've succeeded.
 
Customer Centricity
Will Customer Service Be Another Casualty of the Recession?
In a tight economy, companies try to cut operating expenses wherever they can.
 
The Tipping Point
To SaaS or Not to SaaS?
That is the question. (The answer may surprise you.)
 
Scouting Report
Workforce Optimization Is the Optimal Goal
Helping contact center managers achieve four primary goals.
 
Pint of View
Your Savings Are My Services
Think about what you're giving off when you're giving in to pressure.
 
Insight
Workforce Optimization Rises Above the Recession
Automating and optimizing work processes will boost the market for the foreseeable future.
Twitter on CRM
CRM vendors are beginning to find ways to put the microblogging marvel to work -- for themselves and for their users.
Skittles: A Rainbow of Social Media Marketing
The candy brand integrates its messaging across Twitter, Flickr, Wikipedia, YouTube, Facebook, and elsewhere on the social graph.
Shopping On the Go
Why mobile shopping—"m-commerce"—is finally getting a move on.
Required Reading: Short and Sweet
Being a shortcut means enhancing your value to those around you.
CRM on Twitter: May 2009
How have retailers fared in the twitterverse?
Feedback: May 2009
 
REAL ROI
Scoring with Fans
Retail had a bad season, but Wrigleyville Sports now finds itself safe at home.
I Want (and Get) My MTV!
Akamai Technologies needed to step up its Web-content delivery efforts on behalf of the music television network.
Partners Grow Routes
Intuit QuickBase helps TomTom navigate reseller deals.
Ringing the Opening Bell
A financial-trading facility gets a new recording system in less than two weeks—and saves $292,000.
 
Secret of My Success
Fandango Has Just the Ticket
Movie Web site and ticket retailer implements analytics to aid with internal reporting.
 
Re:Tooling
Re:Tooling -- Interactive Voice Response (IVR): Dial-Up Innovation
Speech-enabled interactive voice response systems now involve other customer channels.
 

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