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CRM Magazine: May 2012
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."
Marketing and Advertising Agencies Blur the Lines
Third-party partners are broadening their roles. What to consider for the perfect pairing.
Natural Language Understanding Grows Up
The bar has been raised for technologies that not only hear, but understand too.
 
Front Office
Going Against the Grain with Gamification and NLU
 
Reality Check
Giving a Voice to the Contact Center
With their direct access to customers, service departments can offer valuable strategy insights.
 
The Tipping Point
Knowing Your Customers in the Digital Age
New technologies mean new challenges.
 
Scouting Report
Making Sense of the Hosted Contact Center Infrastructure Market
A 2012 buyers' guide.
 
Pint of View
Train Your Customer Muscle
If business tasks are not as natural as breathing, your business will suffocate.
 
Customer Experience
The Customer, the Missing CEO, and the Miracle That Will Not Happen
There are no shortcuts to customer strategy.
 
Voice of the Customer
The Cloud Effect
Don't give customers a reason to jump ship.
 
Insight
CRM Gets More Professional
Service providers respond to changing market conditions with greater CRM deployments.
Greater CRM Adoption Predicted
A surge in cloud-based and multichannel customer interaction contributes to the uptick, but obstacles remain.
Sales Enters a Brave New Social World
Three in four companies plan to use social media as an enablement tool within a year.
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.
White House Unveils Blueprint for a Privacy Bill of Rights
Proposed legislation is a first step in the process to strengthen online consumer protections.
 
REAL ROI
Hiscox Leaps Into Video
A specialty insurer drives brand awareness through its Web series.
In the Air Instead of on the Line
A natural language-based IVR connects US Airways passengers to better service.
Vermont Gets a Boost in Organ Donor Registrants
Social Life helps state harness the power of social media.
 

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