February 2015

CRM Magazine: February 2015

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Magazine Features

The Path to Personalized Customer Journeys

It takes much more than just knowing your customer's name.

by Maria Minsker

The 5 Distinct Customer Relationship Strategies

A clearly defined level of commitment to buyers is vital to growth.

by Oren Smilansky

The Hidden Sources of Poor Customer Service

Interactions should be designed with the customer in mind.

by Leonard Klie

Front Office

Correct Problems Caused by Outdated Automation Systems

'Personalization should permeate the customer experience at every touch point.'

by David Myron

Reality Check

Grow Motivation Through Gamification

Packaged solutions offer contact centers far-reaching potential.

by Donna Fluss

The Tipping Point

It's Time to Tear Up Your Sales Playbook

Stay relevant in today's competitive market with these five tips.

by Robert Wollan

Connect

Gloomy CRM Forecasts Lead to New Opportunities

The technology's benefits are too obvious to ignore.

by Paul Greenberg

Pint of View

When It Comes to Marketing, Drop the Scare Tactics

It's not just what we say, but how we draw attention to it

by Marshall Lager

Customer Experience

Build Customer Trust with Better Data

Five steps for improving your data quality.

by Kate Leggett

Voice of the Customer

The Risky Business of Predictive Analytics

In service and sales, a proactive approach is key.

by Patrick Gibbons

Insight

The Keys to Countering Cart Abandonment

Online retailers need to respond at the right time and with the right message.

by Leonard Klie

Predictive Analytics Will Be a $2.3 Billion Market by 2019

The technology is maturing to handle the influx of data from mobile devices and the Internet of Things.

by Maria Minsker

Westerners Look to Alibaba to Ride China's E-Commerce Wave

American companies turn to the dominant online marketplace to reduce risks and sample the Chinese market.

by Oren Smilansky

SIO Emerges as a New Contact Center Segment

Frost & Sullivan identifies support interaction optimization as a $1.3 billion global market category.

by Leonard Klie

Accenture Calls for Attention to the 'Frozen Middle'

Study finds that minor adjustments to a company's average performers can significantly raise revenue.

by Oren Smilansky

Is Your Product 'Well Designed'?

Great products require a combination of aesthetics and empathy.

by Maria Minsker

REAL ROI

Canon Connects with Fans via Lithium's Social Solutions

The social community platform has become an effective customer service tool.

by Leonard Klie

Trupanion's Tailored Marketing Keeps Pet Owners Engaged

Microsoft Dynamics CRM solution boosts email effectiveness and retention.

by Maria Minsker

Canadian La-Z-Boy Stores Draw More Customers with Splice Software's VIP Voice Invites

Personalized voice messages and first-class treatment help a furniture retailer increase sales and decrease costs.

by Oren Smilansky

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