CRM Magazine: April 2011
Magazine Features
The Feminine Marketing Mystique
How to Demystify Women's Purchasing Behavior
IVR Personalization: Strike the Right Balance
Too much familiarity can repel customers, so designers must take pains to build the right systems
QM Picture Grows Blurry
Vendors deliver a broad suite of new functionality
 
Front Office
Getting Personal: Be Appropriate or Beg for Forgiveness
Personalizing customer communications is important, but it's essential to understand your audiences' preferences and not assume that you know them.
 
Reality Check
An Unlikely Pairing: Analytics and Video
The technologies will play a bigger role in everyday business processes and mobile devices
 
Customer Centricity
Hosted Contact Centers Poised for Growth
Purse strings loosen on capital spending, which may bring rapid deployments
 
The Tipping Point
Marketing Beyond the Cloud
Technology and strategy convert customer interactions into actionable insight
 
Connect
Interacting with Social Customers, 101
By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company
 
Pint of View
Renting the Rubber Room
Apartment hunting reveals what happens behind closed doors
 
Insight
Taco Bell’s Meaty Marketing Campaign
After a lawsuit questioned quality of its beef, the food chain aggressively disseminated its side of the story
Companies Need to Make Better Friends
Study identifies the main triggers for consumer disengagement in online marketing campaigns
Global Coalition Loyalty Program Membership to Top 1 Billion in 2011
Fourteen percent of the world's population belongs to at least one such program, according to Finaccord
Market Focus: Telecommunications—Rewards for Reliability
Telco loyalty programs increasingly have the right ring
Required Reading: Taking the Lead
Sales and marketing teams must be connected for a win-win scenario
 
REAL ROI
Savings Follow BlueCross BlueShield to Tennessee
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Cincy’s Zoo Goes Ape for IBM
Cognos solution leads to 50,000 new visits and revenue growth
 

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