CRM Cover

July 2009

Magazine Features

Making the Grade

As the higher education sector finds itself struggling under a heavy course load — short-term admissions problems made worse by a systemic financial crisis—leading-edge universities are studying up on CRM.

Search Engineering

Your customers are searching for you. Unfortunately, if you don't come to grips with search engine marketing, you're making it harder for them to find you.

Simplementation: 10 Tips to Smooth Your CRM Initiative

Since roadblocks on the implementation superhighway often come down to human factors, we've collected 10 of the most common and the most costly — to help you avoid them.

Front Office

Innovate Your Way Out of a Recession

In a recession, an innovative organization can learn to focus on fewer projects—but ones that can meet and even exceed expectations.

Reality Check

CRM in the Palm of Your Hand

Three factors are combining to (finally) drive interest in mobile CRM.

Customer Centricity

The Post-Recession Customer

From now on, consumers will be saddled with residual uncertainty.

The Tipping Point

New Routes to New Customers

A customer-centric approach for emerging markets.

Scouting Report

Contact Centers and the Age of Analytics

A variety of applications promise revenue generation and cost reduction.

Pint of View

A Revolution in Customer Centricity

It all started with sales tax.


Matching Pie Slices to Plates

As more vendors enter the on-demand CRM arena, profit may be harder to come by. Is consolidation the answer?

Taking the Measure of Social Media

Experts insist that social media is measurable—it just depends on how you define your metrics.

On the Scene: New Beginnings from Within

Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.

Whuffie Doesn’t Grow on Trees

Forget money: Trust, transparency, and value represent today's social currency.

Required Reading: Cashing In On Social

Author Tara Hunt explains how The Whuffie Factor can be a company's saving grace.

CRM on Twitter: July 2009

Feedback: July 2009

A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.


Adhering to Higher Quality

New York Life streamlines its workforce, vastly improving internal metrics.

Dialing into Knowledge

For The Carphone Warehouse, the key to quality service is empowering agents with consistent and organized knowledge.

Diaper Duty

With search-optimized customer reviews, Diapers.com increases site traffic and online sales.

Smooth Sailing

Travel Dynamics International finds that adding a real CRM system can lead to unexpected destinations.

Secret of My Success

Branching Out Toward Data Management

Forest-product supplier Weyerhaeuser builds out its master data management strategy with Siperian.


Re:Tooling -- Partner Relationship Management: Rousing from a Slumber

The PRM market—often seen as a quiet backwater—may be entering a revival, particularly among B2Bs.

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