CRM Magazine: October 2011
Magazine Features
A contact center executive at American Express takes a holistic approach to support
Beth Fagan creates a corporate brand for Missouri Baptist Medical Center
Front Office
Responding in a way that is mutually beneficial to a company and its customers applies across the enterprise
Reality Check
What does the customer want? versus What does it cost?
Customer Centricity
Blending knowledge management with customer service is critical
The Tipping Point
New software helps to handle multiple consumer touch points
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
Pint of View
Google dips its toes into social networking waters—again
The CNN analyst and former presidential adviser identifies mobilization, persuasion, and trust as critical qualities
But conference panel warns against sacrificing the basics
Technology, not philosophy, has altered consumers' expectations
Better connections with customers and more efficient use of resources will drive future IT investments
Traditional standards of database marketing will be retailers' downfall
The company plans to start charging merchants for customer data
Not even a threatened cancellation of the season could deter football's loyal customers
The insurer's virtual assistant engages more than 2 million chats, helping ferret out information on benefits, costs, and more
IBM Business Analytics is not only empowering physicians to rate their performance but also teaching them how to improve it
YouBeauty enlists Extole to launch a social media campaign

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