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June 22, 2009

CRM Featured Articles
Customer Experience Is A Key Differentiator
Research by Strativity Group shows that higher investments in customer experience result in lower attrition and higher referral and customer satisfaction rates. Cutting back is not an option. "The race is on," says Lior Arussy, president of Strativity Group.
Autonomy Interwoven Unveils Social Media Analytics Tool
Merging social media monitoring with content management, the solution aims to help marketers find meaning and take action.
Envision Takes a "Real" Look at Speech
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
Magazine Features
Sales and Social Media: No One’s Social (Yet)
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
Sales in the Facebook Era
An exclusive excerpt from the new book, The Facebook Era: Tapping Online Social Networks to Build Better Products, Reach New Audiences, and Sell More Stuff, by Salesforce.com's Clara Shih.
Maturity and Social Media: You'll Be Social (Soon)
CRM magazine's Social Media Maturity Model, the launching pad for a discussion of the next five years of social media.
The Tipping Point
The 5 Phases of Social Experience
The social Web is about to evolve — again. Are you ready to evolve, too?
The Art of the ‘Human’ Business
How social marketing can spotlight your organization's inner person.
One More Thing You Can Do To Get More Business
Where social media fits within public relations, marketing, and advertising.

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