CRM Cover

April 2011

Magazine Features

The Feminine Marketing Mystique

How to Demystify Women's Purchasing Behavior

IVR Personalization: Strike the Right Balance

Too much familiarity can repel customers, so designers must take pains to build the right systems

QM Picture Grows Blurry

Vendors deliver a broad suite of new functionality

Front Office

Getting Personal: Be Appropriate or Beg for Forgiveness

Personalizing customer communications is important, but it's essential to understand your audiences' preferences and not assume that you know them.

Reality Check

An Unlikely Pairing: Analytics and Video

The technologies will play a bigger role in everyday business processes and mobile devices

Customer Centricity

Hosted Contact Centers Poised for Growth

Purse strings loosen on capital spending, which may bring rapid deployments

The Tipping Point

Marketing Beyond the Cloud

Technology and strategy convert customer interactions into actionable insight


Interacting with Social Customers, 101

By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company

Pint of View

Renting the Rubber Room

Apartment hunting reveals what happens behind closed doors


Taco Bell’s Meaty Marketing Campaign

After a lawsuit questioned quality of its beef, the food chain aggressively disseminated its side of the story

Companies Need to Make Better Friends

Study identifies the main triggers for consumer disengagement in online marketing campaigns

Global Coalition Loyalty Program Membership to Top 1 Billion in 2011

Fourteen percent of the world's population belongs to at least one such program, according to Finaccord

Market Focus: Telecommunications—Rewards for Reliability

Telco loyalty programs increasingly have the right ring

Required Reading: Taking the Lead

Sales and marketing teams must be connected for a win-win scenario


Savings Follow BlueCross BlueShield to Tennessee

Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web

Cincy’s Zoo Goes Ape for IBM

Cognos solution leads to 50,000 new visits and revenue growth

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