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CRM Magazine: May 2012
Magazine Features
The things that make games so compelling "can equally make employees, partners, [and] customers addicted to your B2B or B2C offering."
Third-party partners are broadening their roles. What to consider for the perfect pairing.
The bar has been raised for technologies that not only hear, but understand too.
 
Front Office
 
Reality Check
With their direct access to customers, service departments can offer valuable strategy insights.
 
The Tipping Point
New technologies mean new challenges.
 
Scouting Report
 
Pint of View
If business tasks are not as natural as breathing, your business will suffocate.
 
Customer Experience
 
Voice of the Customer
Don't give customers a reason to jump ship.
 
Insight
Service providers respond to changing market conditions with greater CRM deployments.
A surge in cloud-based and multichannel customer interaction contributes to the uptick, but obstacles remain.
Three in four companies plan to use social media as an enablement tool within a year.
John Ragsdale, TSIA's VP of technology research and former analyst, tells all.
Customers not only appreciate simplicity; they'll pay more for it too.
Proposed legislation is a first step in the process to strengthen online consumer protections.
 
REAL ROI
A specialty insurer drives brand awareness through its Web series.
A natural language-based IVR connects US Airways passengers to better service.
Social Life helps state harness the power of social media.
 

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