CRM Cover

February 2011

Magazine Features

Betting on Bar Codes

Will the smart money back experimental technology?

Taking QR Codes to the Park

A Gray Area

Today's seniors can't be left out of IVR design decisions.

Front Office

The Next Killer App

Reality Check

Marketing + Sales + CRM = Big Impact

Winning formula links essential modules on the same platform

Customer Centricity

Customer Service Initiatives for 2011

Tough economy erodes customer loyalty, but there are ways to rebuild it

The Tipping Point

Pick a Strategy Before It Picks You

Social media engagement requires a well-thought-out enterprise-wide approach

Scouting Report

How to Listen to the Voice of the Customer in a Multichannel World

Contact center surveying/enterprise feedback is a vital first step

Pint of View

Where You At?

Because GPS wasn't enough for some people, we now have LBS

Insight

What’s Next for Third-Party Support?

Oracle lawsuits against SAP and Rimini Street signal a fork down the road

Lithium, Jive Lead Community Platform Growth

More than half of $500-million-a-year companies have in place or are developing such programs, according to Forrester Wave

Stores’ Tenuous Hold

Fickle customers toting mobile devices are just one click away from taking their business elsewhere

Go Beyond Facebook and Twitter

Engage customers with empathy online and offline, advises Social Nation author Barry Libert

REAL ROI

Game Show Network Marketing Link Heats Up Frozen Food Company

On-Cor increases brand awareness by sponsoring a multichannel campaign on GSN

Information Overload

Unilever's unsightly knowledge base was costing the company money, customer satisfaction, and time—until it turned to Astute Solutions

Communication Is the Way to a Customer’s Heart

A food processing equipment company finds that success tastes best when sales and service are served on the same plate

Secret of My Success

Reigniting the Engine with Service Software

Fairbanks Morse Engine implements a CRM system that unites its customer records and tracks its engine service requests

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