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CRM Magazine: January 2016
Magazine Features
As tools mature and vendors rally around journey-driven solutions, organizations will be better equipped to please customers' ever-evolving demands
Guidelines for tackling some of the common barriers on the road to CRM nirvana
What does it take to win J.D. Power's Certified Contact Center Program distinction six years in a row?A Q&A with Brenda McCord, vice president of customer support at Freeman.
 
Front Office
Focus on a thorough gap analysis, an assessment of what lies ahead, and a stellar customer relationship strategy
 
Reality Check
Ginormous switching costs mean that you should adopt a process orientation—immediately
 
The Tipping Point
Products and pricing alone won't cut it; B2B vendors need to deliver valued experiences
 
Scouting Report
The market is starting to soar thanks to flexibility, cost-effectiveness, and ever-increasing reliability
 
Pint of View
In-person cold calls can get way out of line
 
Customer Experience
A coherent digital vision is elementary
 
Small Biz Buzz
Adapt, disrupt, and above all remember the customer
 
Insight
Consumers can decide which ads to see and how their data is used
Big Blue's purchase of The Weather Company enhances its ability to provide business insights
A new book explains how the luxury automaker set out to move beyond just offering great cars
Employee silence about colleagues' mistakes hurts the bottom line
 
REAL ROI
The federal agency's Consumer Help Center costs far less to deploy and maintain
The vacation and landmark resort management firm sharpens email campaigns with the data management and marketing tool
 

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