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CRM Magazine:
January 2010
Download Issue
Magazine Features
The Curse of Noitavonni
The pursuit of the new is, itself, nothing new. So why do we—and customers—seem to value it so highly? This month, we take an in-depth look at the promise—and price—of innovation.
by
Joshua Weinberger
Where Does Innovation Come From?
Perhaps more than ever, it's a good idea to look for good ideas? But where are they hiding?
by
Lauren McKay
5 for '10
Cutting-edge technologies are altering the possibilities that are open to us. Is your company prepared to embrace the new?
by
Christopher Musico
Superhuman CRM
This month's special report on innovation may have a bit of an emphasis on the inhuman machine, but we still know the single-most important part of technology is the user interface. What happens when the user becomes the interface?
by
Christopher Musico
Here, There, and Everywhere
Knowing where consumers are can reveal a lot about who they are.
by
Jessica Tsai
Front Office
A New Decade Brings New Ideas
by
David Myron
Reality Check
Assessing Your CRM Situation
You can't know where you are unless you look—and look hard.
by
Barton Goldenberg
Customer Centricity
Contact Center Innovation: What to Expect in 2010
Organizations must change their mission and culture to benefit from new technologies.
by
Donna Fluss
The Tipping Point
The Ledge of Allegiance
What history—and a survey of current behavior—can teach us about the threat to customer loyalty.
by
David Rich
Connect
The New Reality Will Be Augmented
Merging the digital and the real to create an engaging experience.
by
Jeremiah Owyang
Pint of View
Everything Old Is New Again
Innovation is change, but change isn't necessarily innovation
by
Marshall Lager
Insight
Innovation Picks Up Static
In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?
by
Christopher Musico
Are You Smarter Than a Neuromarketer
Companies have always aimed for the customer's heart, but the head may make a better target.
by
Jessica Tsai
This Year's 'Swell Set
The 2009 Groundswell Awards congratulate cutting-edge companies mastering social media.
by
Lauren McKay
Market Focus: Insurance — Pursuing a New Policy
The insurance industry is slowly shifting from traditional to trendy.
by
Lauren McKay
Required Reading: Innovation by Design
by
Jessica Tsai
CRM on Twitter: January 2010
The word on the street.
by
Joshua Weinberger
REAL ROI
Scratching the Surface
A luxury hotel utilizes surface computing from Microsoft to deepen relationships and its brand promise.
by
Christopher Musico
Cook, Clean, Watch, Buy
Video adds a new dimension to Electric Shopping's products and dramatically improves conversions
by
Jessica Tsai
Knitting Together a Community of Enthusiasts
With podcasts, a blog, and social network participation, Lion Brand Yarn weaves itself into the fabric of the customer experience.
by
Lauren McKay
Secret of My Success
A Social Strategy That's A-OK
OK Labs forgoes traditional marketing in favor of a community-based Web 2.0 approach.
by
Marti Konstant, vice president of marketing for Open Kernel (OK) Labs, as told to Lauren McKay
Re:Tooling
Re:Tooling — Geolocation: Location, Location, Location
To get back to more personalized content, companies are discovering geolocation technologies.
by
Christopher Musico
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