CRM Magazine: November 2015
Magazine Features
Video chat apps such as Amazon's Mayday Button and Salesforce.com's Service SOS lead a new breed of mobile customer service apps
Improving technologies and economies enable marketers to connect with hard-to-reach consumers
How software development partners are shaping the future of CRM
Front Office
An empathetic employee will listen to customers, understand their needs, and be motivated to provide them with the right solution
Reality Check
Creating a frictionless customer experience will require a service rethink—and a companywide effort
The Tipping Point
Transform your contact center into a purpose-led powerhouse
Scouting Report
Analyzing what your customers say to agents can have huge operational benefits across an enterprise
Pint of View
Number crunching relies on humans who chew well
Customer Experience
Tap into this new discipline for sustainable change
Voice of the Customer
Big challenges—and big opportunities—lay ahead for customer experience professionals
Rewards need to be more personalized and tailored to individual program members
Calls to overseas contact centers take much more time
For sales leaders, guidelines are not always the preferred method, but they can have a big impact on the bottom line
The two software giants plan to deliver even deeper integrations in 2016
Customers can steer companies toward improvement but must be given the opportunity
In today's complex B2B selling environment, businesses need to find allies in their customers' organizations
The contact center operator's agents benefit from up-to-date info
Facebook Audience micro-segments let the gaming company boost retention rates
The Seattle-based insurance firm converts more Internet leads with an automated email solution

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