CRM Cover

September 2012

Magazine Features

Avoid the Spam Folder

How marketers can save outbound emails from the dreaded fate.

Cracking the Code on Cyber Crimes

Despite efforts to proactively protect customer data, computer intrusions and online fraud are on the rise.

HD Voice Clears Up the Phone Experience

Wideband audio could be the next evolution—or revolution—in technologies to hit the contact center space.

Front Office

What Email Marketers Can Learn from Social Media

Reality Check

Using CRM to Read Digital Buyer Intent

A decline in face-to-face selling calls for new solutions.

The Tipping Point

How Analytics Makes Us Smarter

Turn information into insight.

Scouting Report

The Revitalization of the Workforce Management Market

One-size-fits-all solutions are no longer the answer.

Pint of View

Stop Touching Me! The Overuse of Social Media

Communication is good, but too much can spell disaster.

Customer Experience

Join the Digital Disruptors

Three experience trends you can't afford to ignore.


B2B Tech Buying Cycle Is 20 Percent Longer

Internal buying complexity, vendor marketing, and sales processes are the main culprits.

Outsourced Home Agents Market to Double by 2015

Technical support, communications, and media verticals will see the most growth.

Retailers Are Rethinking Their Mobile Strategies

Smartphone users are not as purchase-driven as you might think.

The Numbers Game

Sports team struggle with collecting and analyzing data about their supporters.

Tread Cautiously with Personalization

Retailers can look at customers' locations, past purchases, and even their computer brand to customize content.

Working from the 'Outside In'

Forrester Research reveals customer experience insights and analyses.


Expedia's Corporate Travel Arm Takes an InsideView on Sales

Egencia uses sales intelligence solution to identify opportunities and leads.

Reaching New Heights in Customer Service

Altitude's advanced contact center solution helps Al-Jomaih lead the market.

Uncovering the Impact of Facebook Ads

Stylistpick gains social marketing insights and more with Marin Software.

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