CRM Magazine: December 2009
Web-Only Bonus Articles
Online Extra: Gartner Identifies the Top 10 Strategic Technologies for 2010 (press release)
The research firm's list of technologies with the potential to significantly impact the enterprise in the next three years.
More Bonus Articles ...
Magazine Features
No Substitute for Experience
When the economy (eventually) rebounds, customers will be swayed by differentiators. That's why the smart companies are investing in customer experience now.
FreshDirect’s Secret Ingredient: Customer Focus
In a CRM exclusive, the chief executive officer of the grocery-delivery success story reveals why customer experience is what really matters.
Video Is More Than Viral
Forget YouTube sensations and wardrobe malfunctions. After years spent bound up by bandwidth, video is finally able to help your business become the star of the show.
Information Overload
Your data is multiplying, your channels are extending, the chatter is never-ending. You're already having trouble keeping up with the stream of information. What happens when that stream becomes a flood?
 
Front Office
Great Relationships Start with Good Experiences
There are instances when primarily focusing on the experience makes sense.
 
Reality Check
The Integration Advantage
Unifying the sales process and the CRM system is essential.
 
Customer Centricity
Presence Is Accounted For
Is unified communications the next disruptive technology for customer service?
 
The Tipping Point
7 Keys to Customer Experience
Big-picture advice for how to improve the customer experience over the next year.
 
Connect
The New Customer Record
You need more than just transaction data if you want to take action.
 
Pint of View
The Most Wonderful Time of the Year
A quick look at year's-end uncertainty and future possibilities.
 
Insight
How Many Clicks Does It Take?
Forget all the bells and whistles—usability reigns supreme among CRM users.
On the Scene: Gartner CRM Summit '09—Trust Is the New Differentiator
Big brands and consumers alike see a newfound value in trust.
Video, At Your Service
A contest turns the customer service center into a film location.
Market Focus: Energy/Utilities: A Lightbulb Moment for Customer Interaction
Can a proactive consumer strategy help North America find the impetus it needs to reinvest in customer-facing technology?
Required Reading: Think Again. And Again.
Customers aren't unreasonable, says author William Cusick -- they just make decisions without necessarily being able to articulate why.
CRM on Twitter: December 2009
The word on the street about CRM.
 
REAL ROI
Chatty-Chatty Makes a Bang-Bang Online Experience
Nationwide talks its way to a more successful automotive quote-and-buying process with nGenera CIM.
On Your Marketing, Get Set, Go
With the help of Brainshark's on-demand Web events, Corporate Visions sees record sales in its consulting business.
EarthLink Connects to a World of Loyalty
Analyzing churn helped the Internet service provider improve not just the targeting of its messages, but its overall customer retention as well
 
Secret of My Success
UC and a Side of Fries
Equipment manufacturer Henny Penny cooks up better customer service thanks to Cisco Systems' unified communications solutions.
 
Re:Tooling
Re:Tooling -- Sales Compensation Management: Always Be Selling
Streamline and automate how sales professionals are compensated so they can focus on what they do best: selling.
 

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