CRM Magazine: March 2011
Magazine Features
Front Office
Reality Check
Sales intelligence systems help shorten ramp-up time
Customer Centricity
Customer experience 2.0 demands more discipline than 1.0
The Tipping Point
Fewer consumers are switching, but that doesn't mean they are happy
Scouting Report
Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope
Pint of View
Social CRM technology requires learning new skills
Since 2008, complaints have jumped by 40 percent, says analyst firm
Companies scramble to relocate outsourced operations in the wake of violent political protests
Properties create apps to reach prospective guests and the ones they have
The rising power of consumers should put them at the forefront of social strategies

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