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CRM Magazine: May 2017
Magazine Features
It's good to have a powerful CRM system, but one that is useful offers the best payoff
The technology emerges as businesses look to artificial intelligence to improve customer service
How to develop a successful CRM strategy while simultaneously enabling connections between consumers.A Q&A with Brian Border, vice president of CRM at Shutterfly
 
Front Office
Businesses can't rely solely on their system vendors to keep their CRM solutions up to date, functional, and otherwise used by employees.
 
Reality Check
CJA looks to capture the kind of customer knowledge—spanning channels and touch points—enterprises have long sought
 
The Tipping Point
Loyalty investments in their current form are not generating all the value they could.
 
Pint of View
Thoughts on the role of truth in a post-facts world.
 
Customer Experience
The roles of purpose and emotion join some usual suspects (mobile and self-service).
 
Voice of the Customer
High-growth companies prioritize CX, and you'll find the following characteristics in those at the helm.
 
Insight
Spending on TV advertising is expected to soar, despite the trend to cut the cord
Amazon Connect positions AWS as a contact center solutions provider
The most impactful customers are seeking health, wealth, and wisdom
 
REAL ROI
A fast-food chain franchisee increases Eastern European foot traffic with a mobile app
An agent engagement tool and precise staff forecasting provide a path to better experiences for employees and customers
Thanks to the vendor's Big Data process mining analytics, the telecom giant's business operations get more transparent, and leaner
 

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