CRM Magazine: October 2011
Magazine Features
Customer Satisfaction: Don’t Leave Work Without It
A contact center executive at American Express takes a holistic approach to support
Feedback from CSRs Spawns Relationship Care
Just What the Marketer Ordered
Beth Fagan creates a corporate brand for Missouri Baptist Medical Center
Marketing Muscle Extends to Satellite Hospital in Sullivan
Redefining IVR’s Role Pays Off
 
Front Office
CRM in ‘Pursuit of Shared Goals’
Responding in a way that is mutually beneficial to a company and its customers applies across the enterprise
 
Reality Check
Trust Trumps Technology
What does the customer want? versus What does it cost?
 
Customer Centricity
All I Know Is That I Don’t Know Nothing
Blending knowledge management with customer service is critical
 
The Tipping Point
Harnessing Customer Experience Management Solutions
New software helps to handle multiple consumer touch points
 
Connect
New Paradigms Bring Value to Knowledge Management
The focus shifts from managing knowledge to empowering people to respond, as seen in online communities
 
Pint of View
Plus What?
Google dips its toes into social networking waters—again
 
Insight
Keynoter David Gergen Urges Leaders to Listen
The CNN analyst and former presidential adviser identifies mobilization, persuasion, and trust as critical qualities
Social Media Expands the Role of the Customer
But conference panel warns against sacrificing the basics
Accommodate the Changing Customer
Technology, not philosophy, has altered consumers' expectations
SMBs to Become More Mobile and Competitive
Better connections with customers and more efficient use of resources will drive future IT investments
The (Old) Rules Do Not Apply
Traditional standards of database marketing will be retailers' downfall
Foursquare Searches for Revenue Streams
The company plans to start charging merchants for customer data
NFL Flexes CRM Muscle
Not even a threatened cancellation of the season could deter football's loyal customers
 
REAL ROI
Aetna Members Get Ann-swers
The insurer's virtual assistant engages more than 2 million chats, helping ferret out information on benefits, costs, and more
Tracking Medical Treatments in Real Time
IBM Business Analytics is not only empowering physicians to rate their performance but also teaching them how to improve it
The Doctor Gets a Social Prescription
YouBeauty enlists Extole to launch a social media campaign
 

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