CRM Magazine: January 2011
Magazine Features
Are consumers comfortable with or creeped out by online data collection tactics?
How companies can use online behavioral advertising to win customer confidence
Following FTC's lead, media and marketing associations outline transparency-driven principles
Will dubious user data-sharing practices hurt the industry?
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Reality Check
Make sure you're delivering messages that customers want to hear
Customer Centricity
The danger of uniting location-driven applications and customer interactions
The Tipping Point
Being friended or followed is desirable; fostering trust is more important
QR code software like Microsoft Tag and iCandy is catching on with companies to bridge the digital world with the physical
A study evaluates the performance of leading vendors
Marketers seek to tear down channel silos to improve customer data and build better campaigns
The U.S. government struggles as the entity most resistant to change
Social networks and peer communities are changing how products are sold
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
Sonos shoots for perfect pitch with its social media and self-service support capabilities
A pet product retailer dramatically increases average order value by empowering its customers
Secret of My Success
A financial services firm invigorates its VOC program to better understand its business—and its customers

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