CRM Magazine: February 2013
Magazine Features
Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels.
A twice-bankrupt fitness giant revamps its service efforts.
Is tapping into the wisdom of crowds right for your organization?
Front Office
"You cocreate your brand with your customers and the sooner you realize that, the stronger your brand will be."
Reality Check
Offering great customer service means knowing how to respond.
The Tipping Point
Leveraging new consumer dynamics to drive growth.
Look to uplift modeling to predict customer actions.
Pint of View
There's a difference between doing what you can and doing what you can get away with.
Customer Experience
Use your CRM technology to exceed expectations and build trust.
Voice of the Customer
New methods for predicting customers' behavior are changing how we listen to them.
Few firms use CRM systems to their full effect.
What marketers should know about the social bookmarking site.
The majority of near-term gamified processes are expected to fail.
Marketers look for insights in increasingly complex purchase paths.
Shoppable videos enable users to buy products shown in films.
Are Amazon and Facebook reprogramming the way companies market and sell?
GoldMine helps the pet transport company streamline its operations.
Using SugarCRM, Harper Inc. boosts orders and sales.
Survey program from Mindshare resonates with convenience store customers.

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