CRM Cover

November 2011

Magazine Features

10 Ways to Rearchitect Your Contact Center

Hiring, training, and technology are considered keys to raising the customer service standard.

Don't Let a Crisis Destroy Your Image

The right damage control recipe can restore confidence in your brand.

Just Desserts: The Cake Boss Calls on Avaya IP Office

TLC star Buddy Valastro shares how his new communications network will help his bakery business grow.

Small Wonders: Tips for SMB Growth

As the startup failure rate grows, owners strive to boost revenue, maintain profitability, and acquire customers.

Front Office

Build Your Brand Through Exceptional Customer Experiences

Any interaction customers have with your company is a reflection of your brand.

Reality Check

The Real Value of Social CRM

Leverage public social media and niche sites to drive traffic to your community

Customer Centricity

Are You Willing to Socialize With Your Customers?

Stop treating them like children and open a dialogue

The Tipping Point

Customer Experience Blueprint Drives B2B

Determine the needs of customers and their value to the organization


Social Everything Comes of Age

Enterprise 2.0 and social CRM form the core of social business

Pint of View

Another Round of Gamification

Get customers onto the winning team—yours


Social Media’s Tough to Measure

Current benchmarks are "typically the wrong ones"

Relaxed Shoppers, Looser Wallets

Research studies customers' willingness to spend based on state of mind

Rethink Pink

Materials of this color might be counterproductive for breast cancer awareness, a study finds

Market Focus: High Tech

Can the Industry Deliver Integrated Support?

Marketing Dollars Move to Interactive

Spending in this segment will rival TV advertising by 2016.


IVR Investment Pays Off at Australian Bank

Westpac Group installs Holly Connects platform to address customer service woes.

Refer-a-Friend Program at Root of Big Hair Growth

Folica, a purveyor of hair products, partners with Extole to drive customer advocacy by offering special deals.

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