CRM Magazine: January 2011
Magazine Features
Eye on the Customer
Are consumers comfortable with or creeped out by online data collection tactics?
Marketing Marauders or Consumer Counselors?
How companies can use online behavioral advertising to win customer confidence
Online Behavioral Advertising Regulates Itself
Following FTC's lead, media and marketing associations outline transparency-driven principles
Facebook: The Black Sheep of Online Behavioral Advertising
Will dubious user data-sharing practices hurt the industry?
311: The Agency That Never Sleeps
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
Supplying the Law of Demand
Make sure you're delivering messages that customers want to hear
 
Customer Centricity
Location’s Not Really Where It’s At
The danger of uniting location-driven applications and customer interactions
 
The Tipping Point
Consumers Depend on Us
Being friended or followed is desirable; fostering trust is more important
 
Insight
Barcodes Reach a New Dimension
QR code software like Microsoft Tag and iCandy is catching on with companies to bridge the digital world with the physical
Most Vendors Embrace Social CRM
A study evaluates the performance of leading vendors
Every Channel Has Its Thorn
Marketers seek to tear down channel silos to improve customer data and build better campaigns
Taxpayers Demand CRM
The U.S. government struggles as the entity most resistant to change
Make Your Business Meshy
Social networks and peer communities are changing how products are sold
 
REAL ROI
Thundering into Social Media
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
In One Channel and Out the Other
Sonos shoots for perfect pitch with its social media and self-service support capabilities
Dingo Brand Sniffs Out a Social Commerce Platform
A pet product retailer dramatically increases average order value by empowering its customers
 
Secret of My Success
Collecting Feedback Makes Cents
A financial services firm invigorates its VOC program to better understand its business—and its customers
 

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