CRM Magazine: October 2010
Magazine Features
Proactive CRM enables organizations to cut costs, minimize risk, protect their brand, and improve customer experiences.
Proactive businesses that utilize chat technology to engage Web visitors are seeing higher conversion rates. So why aren't you?
Virtual agents, deemed the new "concierge" of the Internet, help customers navigate through ever-increasing Web site complexities.
Front Office
Being more proactive is not merely a nice thought, it's essential.
Reality Check
An industry veteran looks back at the lessons learned over the course of 25 years.
Customer Centricity
Enough with the buzzwords and hype. Let's start doing.
The Tipping Point
You can enhance customer intimacy in ways that didn't exist until very recently.
Pint of View
If you feel like somebody's watching you, it just might be CRM in action
Industry analysts explain how vendors and customers can avoid the communication errors that occur during CRM implementations.
Executives from four of the industry's top vendors share the same stage—but not the same views.
The search-engine giant beaches its innovative collaboration engine.
One provider shows how to join consumers in social networks without compromising a secure relationship.
Relationship-building takes more than a tweet
With Unica's marketing software, Sears Holdings gains some newfound customer intelligence.
Predictive analytics helps a police department make better use of limited resources.
UnitedHealthcare overhauls its CRM program to embrace an on-demand solution that users will actually use.
Secret of My Success
Marrying a variety of voice-of-the-customer approaches, David's Bridal tries measuring sentiment among social media-savvy brides.

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