CRM Cover

October 2020

Magazine Features

Use Digital Platforms to Drive In-Store Traffic, and Vice Versa

Online and offline environments are no longer competitors for the same retail customers

Math Meets Marketing with Statistical Models

Modeling is key to marketing success, but the data needs to be better

Co-Browsing Gains as a Service Tool

COVID and the shutdowns bring a rise in technology alternatives to in-person service interactions

Front Office

Data Links Disparate Technology Demands

"Every step you take toward being a data-forward marketing organization is a positive one."

Reality Check

CRM Is Your Change Agent

With AI and machine learning in the mix, your system can adapt to the speed of change

The Tipping Point

The Ugly Truth About CRM Data

If too much of it is missing or wrong, no digital transformation can happen


How to Sell Virtually in a Turbulent Marketplace

Your meetings have moved online, but technology isn't all you need

The Last Line

We Don’t All Want to Work From Home

Efficiency goes up, but does employee happiness?

Customer Experience

Virtual Events Stink. Here’s How to Improve Them

With online conferences, let's have less hostage videos, more spontaneity


Good Customer Service Is Only Half of the Loyalty Equation

Gartner suggests building customer advocacy and wallet share as well

Required Reading: Marketing Without the Filters

How to regain trust, credibility, and customers in the digital world

The Top Five Customer Service Technologies

Analytics and automation are needed to survive the pandemic, Gartner finds

Three Keys to Customer Obsession

Reliability, service, and advocacy keep customers coming back, Forrester finds


ERC Collects Better Information with Interactions’ VCA

Virtual Collections Agent removes basic information-gathering calls from ERC agents

Online Search Tool Suits Wildfang

The clothing retailer offers a better website experience with Searchspring

The Next Step

Customer Service Is Risky Business

Making your customers feel safe creates long-term loyalty

CRM Covers
for qualified subscribers
Subscribe Now Current Issue Past Issues