May 2012

CRM Magazine: May 2012

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Magazine Features

Game On: Gamification Strategies Motivate Customer and Employee Behaviors

The things that make games so compelling "can equally make employees, partners, [and] customers addicted to your B2B or B2C offering."

by Kelly Liyakasa

Marketing and Advertising Agencies Blur the Lines

Third-party partners are broadening their roles. What to consider for the perfect pairing.

by Judith Aquino

Natural Language Understanding Grows Up

The bar has been raised for technologies that not only hear, but understand too.

by Michele Masterson

Front Office

Going Against the Grain with Gamification and NLU

by David Myron

Reality Check

Giving a Voice to the Contact Center

With their direct access to customers, service departments can offer valuable strategy insights.

by Keith Dawson

The Tipping Point

Knowing Your Customers in the Digital Age

New technologies mean new challenges.

by Robert Wollan

Scouting Report

Making Sense of the Hosted Contact Center Infrastructure Market

A 2012 buyers' guide.

by Donna Fluss

Pint of View

Train Your Customer Muscle

If business tasks are not as natural as breathing, your business will suffocate.

by Marshall Lager

Customer Experience

The Customer, the Missing CEO, and the Miracle That Will Not Happen

There are no shortcuts to customer strategy.

by Lior Arussy

Voice of the Customer

The Cloud Effect

Don't give customers a reason to jump ship.

by Patrick Gibbons

Insight

CRM Gets More Professional

Service providers respond to changing market conditions with greater CRM deployments.

by Leonard Klie

Greater CRM Adoption Predicted

A surge in cloud-based and multichannel customer interaction contributes to the uptick, but obstacles remain.

by Kelly Liyakasa

Sales Enters a Brave New Social World

Three in four companies plan to use social media as an enablement tool within a year.

by Kelly Liyakasa

Service Lessons from the Front Line

John Ragsdale, TSIA's VP of technology research and former analyst, tells all.

There's Value in the Simple Things

Customers not only appreciate simplicity; they'll pay more for it too.

by Judith Aquino

White House Unveils Blueprint for a Privacy Bill of Rights

Proposed legislation is a first step in the process to strengthen online consumer protections.

by Leonard Klie

REAL ROI

Hiscox Leaps Into Video

A specialty insurer drives brand awareness through its Web series.

by Judith Aquino

In the Air Instead of on the Line

A natural language-based IVR connects US Airways passengers to better service.

by Leonard Klie

Vermont Gets a Boost in Organ Donor Registrants

Social Life helps state harness the power of social media.

by Judith Aquino

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