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CRM Magazine: May 2010
Magazine Features
The V also stands for vendor—as in vendor relationship management, which argues that customers are the ones in control of their relationships.
Just as you finally come to grips with CRM, the customers themselves have turned the tables—and now they're managing you.
More than 10 years after upending the balance between companies and customers, the authors of The Cluetrain Manifesto reflect on its creation—and its lasting influence.
Customers may be newly empowered, but they still want to be delighted. Can you still deliver?
In the drive for the tribal experience, Self-Service 1.0 no longer works.
Your biggest fans can be your best marketers—provided you do everything in your power to enable them.
 
Front Office
Just because companies cede control of a customer relationship doesn't mean they cede influence.
 
Reality Check
Innovation is the only thing that can help—and you may be overdue.
 
Customer Centricity
The real revolution is enabling customers to define their own interactions.
 
The Tipping Point
Divining the right path requires the right data.
 
Connect
Transparency and authenticity are the cornerstones of trust between a company and its customers.
 
Pint of View
The Abbreviation Coalition for the Regular Overuse of Nothing You Meant is now called to order.
 
Insight
Within the search giant's Apps Marketplace, small and midsize application providers can integrate with cloud-based offerings.
As empowered customers traipse across the Web, they leave ever-juicier bread crumbs of behavior in their wake. The government may step in to limit what marketers are allowed to scoop up.
The flatter the world, the further the reach of the empowered customer. In his new book, Flip the Funnel, Joseph Jaffe explains how that may finally bring down silos once and for all.
 
REAL ROI
An antivirus company turns pro-self-service.
A supplier of mesh and fencing materials learns the secret to corralling new customers: attracting them in the first place.
A provider of contact center solutions implements CRM to eliminate shelfware and to use tools the company already had in place.
 
Secret of My Success
Online eyewear retailer EyeBuyDirect.com brings its customer feedback into focus with Kampyle
 

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