CRM Cover

August 2011

Magazine Features

The 2011 CRM Influential Leaders

The 2011 CRM Rising Stars

The 2011 CRM Market Leaders

The 2011 CRM Elite

Front Office

CRM Recovers with Low-Cost Options

Being agile in today's competitive market enables organizations to better respond to customers' changing needs.

Reality Check

Overcoming Skepticism to Exploit Social CRM

Many executives fear a healthy two-way conversation with customers

Customer Centricity

Obsess About Your Customers, Not Competitors

Immerse yourself in the world of your clients to appreciate their true expectations

The Tipping Point

CRM Analytics: Shifting the Balance

What's relevant to customers and sustainable for businesses?


Is Social Commerce Disruptive or Intrusive?

Issues like privacy and fair use of data pose a formidable challenge

Pint of View

Can I Help You? Can I Help You? Can I Help You?

CRM requires listening, not just speaking


Global CRM Market to Grow by $1.3 Billion in 2011

Oracle generates biggest share of $16.5 billion in annual revenue

Forrester Bestows Voice of the Customer Awards

Adobe, Fidelity, and JetBlue recognized for outstanding performance

Slow and Steady Loses This Race

OfficeDepot.com and SierraTradingPost.com rank first for fastest phone and email customer support

Changing the Channel

Research reveals how consumers will contact customer service within the next two years

New EU Regulations to Affect Email, Online Marketing

Opt-in consent required for emails and for tracking the online activity of Web site visitors

A Lot to Manage

CRM can help firms struggling with longer selling processes

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