CRM Magazine: February 2011
Magazine Features
Betting on Bar Codes
Will the smart money back experimental technology?
Taking QR Codes to the Park
A Gray Area
Today's seniors can't be left out of IVR design decisions.
 
Front Office
The Next Killer App
 
Reality Check
Marketing + Sales + CRM = Big Impact
Winning formula links essential modules on the same platform
 
Customer Centricity
Customer Service Initiatives for 2011
Tough economy erodes customer loyalty, but there are ways to rebuild it
 
The Tipping Point
Pick a Strategy Before It Picks You
Social media engagement requires a well-thought-out enterprise-wide approach
 
Scouting Report
How to Listen to the Voice of the Customer in a Multichannel World
Contact center surveying/enterprise feedback is a vital first step
 
Pint of View
Where You At?
Because GPS wasn't enough for some people, we now have LBS
 
Insight
What’s Next for Third-Party Support?
Oracle lawsuits against SAP and Rimini Street signal a fork down the road
Lithium, Jive Lead Community Platform Growth
More than half of $500-million-a-year companies have in place or are developing such programs, according to Forrester Wave
Stores’ Tenuous Hold
Fickle customers toting mobile devices are just one click away from taking their business elsewhere
Go Beyond Facebook and Twitter
Engage customers with empathy online and offline, advises Social Nation author Barry Libert
 
REAL ROI
Game Show Network Marketing Link Heats Up Frozen Food Company
On-Cor increases brand awareness by sponsoring a multichannel campaign on GSN
Information Overload
Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions
Communication Is the Way to a Customer’s Heart
A food processing equipment company finds that success tastes best when sales and service are served on the same plate
 
Secret of My Success
Reigniting the Engine with Service Software
Fairbanks Morse Engine implements a CRM system that unites its customer records and tracks its engine service requests
 

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