CRM Cover

January 2012

Magazine Features

5 Hot Marketing Trends

Customer strategists must step up their engagement efforts as mobile's mercury rises

Can Mobile and IVR Avoid a Fight?

Customer interaction technologies should support one another, not compete

Dominating Your Market by "Easifying" the Customer Decision Cycle

Ever wonder why some word-of-mouth marketing campaigns succeed and others don't? The answers are revealed in the following book excerpt

Front Office

New Tools Require a New Mindset

Reality Check

When Disruption Is Good

Subscription services lead the business revival

The Tipping Point

Redefining CRM

Why one size fits all no longer does

Scouting Report

Speech Analytics in the Voice of the Customer Era

A valuable application increases its role

Pint of View

Music Lessons

What's fun got to do with learning? Everything.

Customer Experience

A Tale of Two Companies

Why successful CRM is all in the mix.


Are CRM's Worst Years Behind It?

Cloud technologies and social networking will drive future demand

Customer Service Is a Complex Ecosystem

Forrester research finds companies lack integration across channels

Don't Count Out Email Yet

New advances make email a smart choice for marketers

Tablets and Smartphones Transform the In-Store Customer Experience

Retailers hope to give consumers new incentives to shop at brick-and-mortar stores

Turn Your Sales Reps Into Challengers

In a tough sales environment, an assertive sales rep trumps relationship builders


Caber Sure Fit Has Sales Growth Covered

The Canadian home d├ęcor and furniture-protection products provider gains a 28 percent sales increase with Sage SalesLogix

Creative SEO Strategies Lead to Ringing Results

Distilled works with Impact Dialing to boost search rankings

Yahoo! Search Yields a Better Sales Tool

The Internet search firm's new sales portal is built around Salesforce's Force.com and Chatter platforms

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