CRM Cover

December 2012

Magazine Features

Is Your Web Site Optimized for Mobile Devices?

Reaching customers via smartphones and tablets requires a cross-channel strategy and investment.

Piecing Together Multichannel Support

Cross-channel support starts with connecting the right channels.

Virtual Assistants Enter the Enterprise

Nina, Lexee, and Sophia follow Siri's lead…this time into the workplace.

Front Office

Open Your Doors to Mobile Devices

I was surprised to discover that one of the first sites I visited after the storm was not optimized for mobile devices.

Reality Check

Talking About Lead Generation

When it comes to making sales, technology is doing double duty.

The Tipping Point

From Wreckage to Revival

Imperatives for CRM leaders in the automotive industry.


What's in a Name: Is There a Future for Social CRM?

Debating the future of social CRM.

Pint of View

Smarten Up

Arm graduates with skills that matter.

Customer Experience

Match Priorities with Practice

Emphasizing cost over experience is a losing proposition.


Commerce Investments Are Set to Surge

E-commerce moves beyond Web-store hosting to managing customer data, orders, and inventory across the enterprise.

Marketing Without Barriers

Why fusion marketing is the future of advertising.

Oracle Expands in Social and the Cloud

At OpenWorld and CX Summit, Oracle reveals its latest product strategy.

Salesforce.com Delves Deeper into Social and Mobile Enterprise

Dreamforce 2012 draws 90,000 attendees, features a multitude of product updates.

Telecoms Grapple with Support Inequality

Carriers struggle to offer effective service to all customers.

The High Cost of Paying for Reviews

The pressure to keep up appearances is encouraging companies to pay for praise.


Increased Video, Click Rates Are Good News for e.Republic

A media and research company revamps its Web sites with help from Limelight Networks.

Metal Mulisha Revs Up Online Traffic

With ReadyPulse, a sports apparel company sees e-commerce gains.

ServiceTask Helps Business Clean Up

An Atlanta-area cleaning company finds fruitful results with this appointment scheduling app.

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