CRM Cover

September 2011

Magazine Features

Marketing to Communities

Why old-school advertising delivers the wrong message

The Healthy, Powerful Midlife Woman

"Tremendous" buying power is shown by this critical audience for marketers

WFO Hears The Voice of the Customer

Workforce optimization suites broaden their focus beyond the company

Front Office

Get Personal or Get Abandoned

To spot customer changes before it's too late, customer interaction strategies must be continually monitored and updated

Reality Check

Turbocharging CRM with Good Data

But only one-third of companies are using high-octane information

Customer Centricity

Hire, and Empower, a Chief Customer Officer

This customer-centric position can unite siloed departments

The Tipping Point

Consumers Power Transformational Marketing

Engaging customers in personalized dialogue replaces pushing messages through mass media


The Evolution of Social CRM

Early adopters must build trust and community

Scouting Report

Future of Contact Centers Clearly Lies in the Clouds

Too compelling to ignore, the benefits include low startup costs and no capital investment

Pint of View

I Scream, You Scream, We All Scream for … Short Ribs?

Food trucks live and die by social CRM


Email Marketing Has the Look

Responsys' third annual Email Design Look Book highlights strategies vital to marketers' future success

Cloud Expected to Keep Rising

SaaS revenue will surpass $21 billion by 2015

Mobile Retail Entering Support Phase

Smartphone trends demonstrate the need for an innovative strategy

Companies That Listen Get Results

Investments in monitoring social media rise but still lag customers' use of it

Acquisitions Pay Big Bounty for Big Blue

IBM is cashing in on its Netezza, Coremetrics, and Unica deals by adding analytics products

Market Focus: Financial Services—Retail Banks Need an Overhaul

Changing consumers' habits requires financial institutions to sharpen their focus on service, according to report


Bonobos Gets a Leg Up in Customer Engagement

A men's pants company receives more than it bargained for with Assistly

Sprint Goes From Customer Satisfaction Laggard to Leader

Merced Systems helps reverse performance in just two years

Call Center Software Opens A Window of Opportunity

Blinds.com improves bottom line and organizational efficiency with new phone systems

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