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CRM Magazine: November 2008
Magazine Features
Every consumer belongs somewhere. And spends accordingly.
A visual look at the numbers that affect the numbers.
The members of Generation Y are young, they're smart, and they're paving (if not paying) their own way. So who's following whom?
Generation X has a reputation for aimlessness, but, in truth, its members are concerned about the future—and they're using their resources accordingly.
Revolutionary from the day they were born, Baby Boomers will continue to dictate—with their wallets—how they're targeted by marketers.
They're sticking around longer—that means their spending money has to last as long as they do.
 
Front Office
Voters are also customers, and customers vote with their cash.
 
Reality Check
A new reality emerges for the people-process-technology mix.
 
Customer Centricity
Business continuity and disaster recovery are often overlooked.
 
The Tipping Point
A 60 percent failure rate suggests that process change requires behavior change.
 
Connect
Social media is changing the face of CRM. Are you prepared?
 
Pint of View
When you only get one side of a story, are you really getting what you need?
 
Insight
In a multigenerational workforce, knowledge transfer becomes an ever-more-complicated challenge.
Personas, avatars, and social communities will drive spending in 10 years.
No longer simply a forum for teens, chat is becoming an integral part of the cross-sell, upsell, and support strategies run by customer service.
As high-tech companies seek new directions, is the customer experience falling through the gap?
Demographics is all about numbers, and numbers determine the size of your potential market.
The financial crisis -- and the customer service issues it raises -- makes itself felt on Twitter.
Readers sound off on the real reasons behind poor service.
 
REAL ROI
By streamlining workflows with Antenna Software's AMPower Service, Pitney Bowes Canada found more time for customer calls.
A DirecTV reseller gets bigger, fast.
A dealer of wireless products and service conquers the agony of weak processes with LongJump.
 
Secret of My Success
Fairytale Brownies cooks up an error-proofing solution with Experian QAS.
 
Re:Tooling
Business Problem: Identifying future trends and behaviors to boost business.
 

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