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CRM Magazine: October 2008
Magazine Features
As technology drives flexibility, the living room is becoming the new contact center. Will customer service ever be the same?
With the days of never-ending on-premises engagements and limitless budgets long gone, CRM can no longer sustain the consultancies of yesteryear. But what kinds of professional services are still needed in today's CRM industry—and what kind of CRM are consultants selling?
Maximizing profit isn't about squeezing your customers dry; it's about charging them what's fair. Price optimization is no longer a chore or a secret technology—it's a competitive differentiator for those wise enough to explore it.
Whether marketers send messages across multiple channels or just one, every customer has a limit. The trick is knowing where that limit is.
 
Front Office
if the message in a television commercial isn't compelling, simply raising the volume isn't going to make it so.
 
Reality Check
What your inside sales team knows about selling, and what your field sales force needs to learn.
 
Customer Centricity
The real thing requires tailored, customized, and personalized solutions.
 
The Tipping Point
One "s" stands for "service"—so provide some.
 
Scouting Report
New solutions continue to make an impact inside and outside the contact center.
 
Pint of View
Five nines of semantic foolishness, at your service.
 
Insight
The mobile-service provider runs into problems and looks to customer experience as a solution.
Gartner report shows the Wonder of Walldorf still on top—but a lawsuit and other troubles loom.
An annual tradition provides hope for reps facing ever-increasing burdens.
Customer experience tales across the Twitterverse.
A loyal fan base is the best defense against a declining economy.
One author says it's time the marketing department gets with the program—or else.
Readers suggest a few other reasons that contact center agents are quitting.
 
REAL ROI
Bath & Body Works delivers a superior customer experience thanks to Astute Solutions.
A valuable customer management system is worth saving.
A cosmetics company relies on its customers to share the beauty of its brand.
Selltis helps gauge sales solutions for a maker of industrial gauges.
 
Secret of My Success
Methodology and training firm Sales Performance International gathers up its scattered client data with Jigsaw Data's online contact management.
 
Re:Tooling
Business Problem: Failure to create actionable strategies from unstructured customer data.
 

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