CRM Cover

January 2011

Magazine Features

Eye on the Customer

Are consumers comfortable with or creeped out by online data collection tactics?

Marketing Marauders or Consumer Counselors?

How companies can use online behavioral advertising to win customer confidence

Online Behavioral Advertising Regulates Itself

Following FTC's lead, media and marketing associations outline transparency-driven principles

Facebook: The Black Sheep of Online Behavioral Advertising

Will dubious user data-sharing practices hurt the industry?

311: The Agency That Never Sleeps

How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens

Reality Check

Supplying the Law of Demand

Make sure you're delivering messages that customers want to hear

Customer Centricity

Location’s Not Really Where It’s At

The danger of uniting location-driven applications and customer interactions

The Tipping Point

Consumers Depend on Us

Being friended or followed is desirable; fostering trust is more important


Barcodes Reach a New Dimension

QR code software like Microsoft Tag and iCandy is catching on with companies to bridge the digital world with the physical

Most Vendors Embrace Social CRM

A study evaluates the performance of leading vendors

Every Channel Has Its Thorn

Marketers seek to tear down channel silos to improve customer data and build better campaigns

Taxpayers Demand CRM

The U.S. government struggles as the entity most resistant to change

Make Your Business Meshy

Social networks and peer communities are changing how products are sold


Thundering into Social Media

J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook

In One Channel and Out the Other

Sonos shoots for perfect pitch with its social media and self-service support capabilities

Dingo Brand Sniffs Out a Social Commerce Platform

A pet product retailer dramatically increases average order value by empowering its customers

Secret of My Success

Collecting Feedback Makes Cents

A financial services firm invigorates its VOC program to better understand its business—and its customers

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