CRM Magazine: August 2011
Magazine Features
Front Office
Being agile in today's competitive market enables organizations to better respond to customers' changing needs.
Reality Check
Many executives fear a healthy two-way conversation with customers
Customer Centricity
Immerse yourself in the world of your clients to appreciate their true expectations
The Tipping Point
What's relevant to customers and sustainable for businesses?
Issues like privacy and fair use of data pose a formidable challenge
Pint of View
CRM requires listening, not just speaking
Oracle generates biggest share of $16.5 billion in annual revenue
Adobe, Fidelity, and JetBlue recognized for outstanding performance
OfficeDepot.com and SierraTradingPost.com rank first for fastest phone and email customer support
Research reveals how consumers will contact customer service within the next two years
Opt-in consent required for emails and for tracking the online activity of Web site visitors
CRM can help firms struggling with longer selling processes

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