CRM Magazine: October 2009
Magazine Features
The Cure for the Common Virus
Given the powerful effects of some viral-marketing efforts, even those previously immune are seeing possibilities of epidemic proportions.
Mistaken Metrics
They say you can't manage what you can't measure. But what if you're using the wrong ruler?
Your Metrics Are Outdated
Times are changing — and so should your metrics.
The Evolution of E-Learning
As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well
What’s Your Type?
The Myers-Briggs Type Indicator (MBTI) is a 15-minute questionnaire designed to measure psychological preferences in perception and decision-making — and may help reveal what kind of customer or customer agent you could be.
 
Front Office
Can You Create a Viral Hit?
If your goal is to launch a viral campaign simply to increase your brand awareness, you're flirting with danger.
 
Reality Check
The Final Steps Are Just the Beginning
The Journey of Implementation — Part 3: A successful social media initiative merely opens up future possibilities.
 
Customer Centricity
You Are What You Measure
The measurements you track are an indication of the customer relationships you want to have.
 
The Tipping Point
Create Your Own Upturn
A shift from managing volume to managing relationships.
 
Scouting Report
Voice Self-Service to the Rescue
When live agents can't be had, interactive voice response systems may suffice.
 
Pint of View
The Message Has Two Faces
Find the truth hiding behind the brand.
 
Insight
Who Do You Trust About Trust?
What to do with conflicting research from reputable sources.
Required Reading: In Us We Trust
Chris Brogan, co-author of the new "Trust Agents," explains why there's no better relationship than one built on trust.
That's Not Fair!
A British initiative called Treating Customers Fairly focuses on the consumer.
Market Focus: Sports & Entertainment -- First Star I Tweet Tonight
Even a diehard fan wants to know the person behind it all.
Required Reading: Measuring Your Marketing
The author of The Marketing Performance Measurement Toolkit tries to help marketers identify what "success" really means.
CRM on Twitter: October 2009
 
REAL ROI
Driving Bigger Sales Down Under
The TAS Group steers FleetPartners toward its sweet spot with an influx of higher-quality deals.
Marketing to the Money Men
A wholesale provider of financial services tools finds a way to reach a better class of financial adviser.
Analytics Are Just the Ticket
In-depth analysis of online activity helps Rail Europe get its Web operations back on track.
 
Secret of My Success
Climbing to New Heights of Lead Generation
Looking to expand its library of ideas, CrownPeak, a provider of Web content management software, turns to Demandbase to target more customers at less expense.
 
Re:Tooling
Re:Tooling -- Marketing Campaign Optimization: Optimization for the Masses
When budgets get tight, marketers need to squeeze everything they can out of what's left.
 

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