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CRM Magazine: February 2010
Web-Only Bonus Articles
The links, additions, and bonuses mentioned in this month's excerpt from the fourth edition of CRM legend Paul Greenberg's book, CRM at the Speed of Light.
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Magazine Features
The nonprofit sector needs CRM more than it knows, but its relationships are with donors, members, or activists—and technology is rarely a cause worth fighting for. Will the low cost of on-demand solutions finally allow nonprofits to embrace CRM?
The for-profit world should heed the hard-won lessons of the nonprofits
Modern nonprofits can't afford to seem like technological backwaters
Why the nonprofit sector should embrace social media and viral marketing
In this exclusive excerpt from the fourth edition of the industry bible, legendary thought leader Paul Greenberg explains why the unification of sales and marketing is finally upon us.
The author, thought leader, consultant, and industry expert chats with Managing Editor Joshua Weinberger and Associate Editor Jessica Tsai to reveal why he wrote the book he swore he'd never write.
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Your basic processes can affect your agents' stress levels
 
Front Office
 
Reality Check
Learn from your failures to fine-tune lead generation efforts
 
Customer Centricity
Your company is more than the sum of its transactions
 
The Tipping Point
Give customers an opportunity to play an active role in customizing their customer service
 
Scouting Report
Speech analytics can help improve customer experience, cut costs, reduce attrition, and minimize risk
 
Pint of View
How to survive the vendor events of last resort—no matter what resorts they're held at.
 
Insight
Google Wave isn't the first to wade into real-time collaboration, but the tsunami of buzz may drown the competition.
Possibilities and Potentialities—After the acquisition by IBM, SPSS executives and customers alike predict a bright future for predictive analytics.
With an eye on the user experience, some brands are inviting imaginary friends to the party.
The author of "How We Decide" discusses the essential role of customer indecision.
 
REAL ROI
RightNow Technologies helps Organic Valley feed information-hungry consumers
Aided by SiteSpect, a specialist in elder-care placement boosts Web conversions and better addresses client needs.
With InfoStreet, a consultancy gets enterprise-caliber efficiency on a small-business budget
 
Secret of My Success
Community tools from Mzinga help a communications company communicate
 
Re:Tooling
Organizations want sales reps to have access to the right information at the most critical moments
 

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