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CRM Magazine: September 2015
Magazine Features
Rather than just respond to irate tweets, corporations use social media interactions ?to drive change in business processes
What can companies learn from organizations that sell experiences rather than services or products?
Businesses benefit when information flows freely between systems
 
Reality Check
Sales reps won't adopt your software if they don't trust its data
 
The Tipping Point
For peak efficiency, your enterprise solution needs to wear many hats
 
Scouting Report
The workforce optimization market stays strong, and better analytics and back-office features could make it stronger
 
Pint of View
Can we saw off the third leg of the CRM tripod?
 
Customer Experience
To deliver a better experience, you have to understand what "quality" means for your customers
 
Insight
Customers expect excellent experiences, even during transactions
Marketing experts create a five-part model to measure customer commitment
ContactBabel sees huge growth in hosted customer support
Consumers want more than compensation when things go wrong
Making visual social media sites "shoppable" has its pluses, but companies should be prepared to handle customer expectations
Organizations should experiment, get creative, and above all know their customer
 
REAL ROI
NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times
A camping goods retailer creates a more personalized Web site using hybris's B2C Commerce
Villa uses Reflektion's 1 to 1 Personalization platform to help apparel customers find the right look
 
The Next Step
Integrating marketing tools with CRM keeps everyone in the loop
 

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