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Web-Only Bonus Articles
ONLINE EXTRA: Required Reading: Innovation by Design, Part 2
More Bonus Articles ...
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.
Where Does Innovation Come From?
Perhaps more than ever, it's a good idea to look for good ideas? But where are they hiding?
5 for '10
Cutting-edge technologies are altering the possibilities that are open to us. Is your company prepared to embrace the new?
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?
Here, There, and Everywhere
Knowing where consumers are can reveal a lot about who they are.
A New Decade Brings New Ideas
Assessing Your CRM Situation
You can't know where you are unless you look—and look hard.
Contact Center Innovation: What to Expect in 2010
Organizations must change their mission and culture to benefit from new technologies.
The Tipping Point
The Ledge of Allegiance
What history—and a survey of current behavior—can teach us about the threat to customer loyalty.
The New Reality Will Be Augmented
Merging the digital and the real to create an engaging experience.
Pint of View
Everything Old Is New Again
Innovation is change, but change isn't necessarily innovation
Innovation Picks Up Static
In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?
Are You Smarter Than a Neuromarketer
Companies have always aimed for the customer's heart, but the head may make a better target.
This Year's 'Swell Set
The 2009 Groundswell Awards congratulate cutting-edge companies mastering social media.
Market Focus: Insurance — Pursuing a New Policy
The insurance industry is slowly shifting from traditional to trendy.
Required Reading: Innovation by Design
CRM on Twitter: January 2010
The word on the street.
Scratching the Surface
A luxury hotel utilizes surface computing from Microsoft to deepen relationships and its brand promise.
Cook, Clean, Watch, Buy
Video adds a new dimension to Electric Shopping's products and dramatically improves conversions
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.
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.
Marti Konstant, vice president of marketing for Open Kernel (OK) Labs, as told to Lauren McKay
Re:Tooling — Geolocation: Location, Location, Location
To get back to more personalized content, companies are discovering geolocation technologies.
Socedo Announces Marketo Integration
LevelEleven Adds Metrics-Driven Tools to its Sales Activity Management
Terminus Unveils Account-Based Marketing Cloud for Salesforce.com
Act-On Launches the Advanced Social Media Module
Boomtrain Introduces Boomtrain Messenger
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
Delivering Certainty Through In-Depth Analysis of Enterprise Technology, IT, Marketing & Media Trends
Coming August 30th: "Extreme Call Deflection: Utilizing your Digital Arsenal"
While the phone still remains the most popular safety net for customer service, it's not the consumer's first choice. Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can't get what they need done on the website. Register for this free webinar and you will learn how to deal with extreme call deflection.
Coming September 7th: "Outperform Through Analytics: Understand Your Business, Optimize Your Resources, Satisfy Your Customers"
Join this webinar and learn how Qlik helped HDFC see the whole story within its data, increase end-to-end understanding of its business, and better leverage resources, resulting in cost savings, reduced customer response times and improved satisfaction, and increased growth, making HDFC Life one of the top private life insurance providers in India.
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