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CRM Magazine: December 2008
Magazine Features
Web 2.0, social media, customer feedback, conversations. Transparency is the new currency in CRM—but are you really ready to let your customer behind the curtain?
Your company's Web site doesn't have to be the prettiest one out there, but it has to be useful. Here's how to make sure it is.
There's one way to improve your chances of having customer-centric service: Hire customer-centric employees. If only it were really that simple.
 
Front Office
Clearly, improving customer trust should be a major focus for organizations in 2009.
 
Reality Check
The notion of Peak Oil has more to do with CRM than you think.
 
Customer Centricity
Before the markets hit the skids, companies had just begun to target customer experience.
 
The Tipping Point
Instead, invest more in your best customers.
 
Scouting Report
Contact center surveying is evolving into enterprise feedback management.
 
Insight
What happened at Entellium, and what it means for businesses.
Banks are dropping like flies—or mating like bunnies.
On The Scene: RightNow Summit '08 -- Cutting costs may lead to cuts in service.
Will the Grinch steal retail's favorite season?
Utilities have to contend with customers seeking more control of their power consumption.
Reinvent your revenue stream to help people, communities, and the planet.
Entellium's crisis played out on Twitter, live.
Readers respond to "full-service" and "on demand."
 
REAL ROI
Geeks on the Way turned to SugarCRM to keep pace with increasing demand.
CareerBuilder.com, the largest job-search and employment Web site, aims to ease subscribers' search burden.
The voice of the customer helps Intuit in an online revamp.
GigglePrint knows personalization, but Coremetrics helps teach the printing company how to finish the transaction.
 
Secret of My Success
BumpTop, a computer desktop solution from Bump, Inc., uses Intridea CrowdSound to develop customer conversation.
 
Re:Tooling
Business Problem: Failure to easily locate answers to customer inquiries.
 

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