CRM Magazine: March 2012
Magazine Features
Front Office
Reality Check
High usage doesn't equal high satisfaction.
The Tipping Point
Higher expectations demand a cultural shift.
Scouting Report
This new IT sector offers visibility, real-time guidance, and process automation.
Pint of View
Social streams are what you put into them—for better or worse.
Customer Experience
With social media, there's no excuse for not knowing your customer.
Voice of the Customer
"Things'll go your way, if you hold on for one more day."—Wilson Phillips, "Hold On"
Hotel chains open communities to communicate with guests.
The first step is accepting the fact that you can't be good at everything.
Dennis Michalis takes over as general manager of the product line from Brad Wilson.
2012 could prove favorable for capital investments and growth in the social sphere.
As enterprises turn to gamification, measurable action, reputation, and incentives are all part of the equation.
2D bar codes are a great marketing strategy, at least in theory.

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