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CRM Magazine: May 2011
Magazine Features
The whole exceeds the sum of the parts
Technologies blend data from different sources, emotional states, and moments in time
While some solutions are free, marketers sacrifice time and rich analysis
 
Front Office
To make the best use of your time and your company's CRM investments, you must measure what you manage.
 
Reality Check
Dishonest practices that overpromise and underdeliver must be rooted out
 
Customer Centricity
A salesperson must make a customer feel as if he must have it
 
The Tipping Point
It varies from "tailored intimacy" to "customer self-service"
 
Scouting Report
Suites embrace analytics, debunk idea core components are commodities
 
Pint of View
Trying on some bold "new" social media strategies in CRM
 
Insight
Pitney Bowes and others reveal digital delivery service applications
CRM outsourcers still grapple with social media strategies
Most consumers are not active users, study shows, but easing access may spur participation
Expenditures will exceed $1 billion worldwide by 2013
Schools shift focus to generate more inquiries in-house and boost technology investments
Being the preferred brand is not enough in the face of quickly shifting market dynamics
 
REAL ROI
Media company leverages Pronexus system to standardize subscription services for 14 newspapers
FundNET installs Ifbyphone to redefine call-in support for financial services clients
CRM director Ven Bontha describes Cemex's transition to SAP CRM
 

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