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CRM Magazine: June 2011
Magazine Features
Online communities foster customer loyalty by doing what traditional contact centers cannot
Listening to customers should precede any foray into social media, the former leader of @ComcastCares advises
Why the old rules of etiquette no longer apply
The promise of sending tailored ads to customers' mobile devices is appealing, but privacy issues remain
 
Front Office
 
Reality Check
Growth is sparked by the iPad's popularity among businesses and the ability to send actionable insights to sales reps
 
Customer Centricity
Leveraging sites like Facebook and Twitter is critical
 
The Tipping Point
Businesses and consumers have different perceptions, according to social CRM study by IBM's Institute for Business Value
 
Scouting Report
But many contact center offerings require a trade-off between accuracy and ease of use
 
Pint of View
Eagerness makes a difference to customers
 
Insight
Valued at $326 million, the acquisition brings social media monitoring platform to CRM giant
Overshadowed by news of a deal with Salesforce.com, Radian6 user conference stresses need to engage with customers, not bombard them
New federal laws have "thrown everything up for question"
Companies need to shift from a "me first" to a "we first" world, author warns
Smartphones allow consumers to share their in-store experiences moments after they happen
 
REAL ROI
Transition to Salesforce CRM brings savings, ease of use
Pinal County speeds responses and cuts costs by switching from a hosted to an on-premises contact center suite
The San Francisco company partners with eWordofMouth to generate a 99 percent increase in Facebook "likes"
 

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