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CRM Magazine: February 2011
Magazine Features
Will the smart money back experimental technology?
Today's seniors can't be left out of IVR design decisions.
 
Front Office
 
Reality Check
Winning formula links essential modules on the same platform
 
Customer Centricity
Tough economy erodes customer loyalty, but there are ways to rebuild it
 
The Tipping Point
Social media engagement requires a well-thought-out enterprise-wide approach
 
Scouting Report
Contact center surveying/enterprise feedback is a vital first step
 
Pint of View
Because GPS wasn't enough for some people, we now have LBS
 
Insight
Oracle lawsuits against SAP and Rimini Street signal a fork down the road
More than half of $500-million-a-year companies have in place or are developing such programs, according to Forrester Wave
Fickle customers toting mobile devices are just one click away from taking their business elsewhere
Engage customers with empathy online and offline, advises Social Nation author Barry Libert
 
REAL ROI
On-Cor increases brand awareness by sponsoring a multichannel campaign on GSN
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
A food processing equipment company finds that success tastes best when sales and service are served on the same plate
 
Secret of My Success
Fairbanks Morse Engine implements a CRM system that unites its customer records and tracks its engine service requests
 

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