CRM Magazine: October 2016
Magazine Features
New metrics need to take on a more customer-centered approach
Although the term itself might be vague, the fundamental principles of the disruptive business model are here to stay
Today's short-attention-spanned mobile users are likely to abandon a mobile app, but there are ways to keep them hooked
Front Office
Trust in business grew from 48 percent in 2015 to 53 percent in 2016
Reality Check
Lawmakers need help understanding and communicating with their customers (i.e., constituents)
The Tipping Point
Managers need to take a step back to move the sales force forward
To deliver great customer experiences and outcomes, vendors have to band together
Pint of View
Remember what's more important to a business
Customer Experience
A new technology links customers' online and offline data, giving you a single, comprehensive view
Small Biz Buzz
An informal survey reveals what vendors, and SMBs, need to do better
Education, not technology, could be the key to letting ads get through
Business use of virtual digital assistants, virtual agents, and chatbots is on the rise
Companies that capitalize on data will see the biggest revenue boosts
Temkin research uncovers five Cs for mobile voice-of-the-customer initiatives
Companies must move from transactional customer relationships to holistic ones
Hootsuite is helping Advocate Health Care manage 35 separate social media accounts
The online-first suitmaker is building an in-store customer base, and cementing new locations, using the Visitor Cloud
The digital eye-care provider decreases response times, builds efficiency, and strengthens customer service

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