CRM Cover

December 2011

Magazine Features

Can Voice Biometrics Hack Computer Security?

Speech technology can protect customer data against small-scale attacks.

Past Is Prologue for CRM

We look at the major events of this year in the CRM industry for hints of what's to come in 2012.

The Monday Morning Numbers on Movie Marketing

How international growth, social media, and a decline in DVD sales are changing the film industry's marketing strategies.

Front Office

Voicing the Future

Reality Check

Sales Collaboration: Can I Get a Little Help Here?

Keeping pace in a changing world.

Customer Centricity

Using Social Media for Customer Service Is a Strategic Imperative

Protect and enhance your company's image.

The Tipping Point

Customer Intimacy Redux in the Digital Ecosystem

Fusing CRM and social media is key.


CRM Idol, Reviewing the Review

Lessons from the winners: go big, aim high.

Pint of View

My Latest Excuse

Love the player, hate the game.


How to Harness the Power of Foursquare

Here's what companies need to know before embracing the social media tool.

Legislative Changes Proposed for Robocall Restrictions

A bill in Congress would allow for the delivery of time-sensitive information to mobile phones.

Oracle to Acquire RightNow Technologies

The $1.5 billion deal is part of an "aggressive" move to offer more cloud solutions, Oracle says.

SMB Hosted CRM Market Set to Triple by 2015

Rapid growth in the SaaS CRM market is paving the way for "Social CRM" adoption, says AMI.


Bank Emerges from the Ashes with Salesforce CRM

Huntington Bank returned to profitability quickly by re-engineering its customer service processes.

HauteLook Gets Help for Help

Online discounter taps RightNow for customer care.

Web Self-Service with 'Instant Answers'

A compensation broker reduces agent load with an automated FAQ tool.

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