CRM Cover

March 2013

Magazine Features

CRM Service Awards: Rising Stars

CRM Service Awards: Service Elite

CRM Service Awards: Service Leaders

Front Office

What Motivates Customer Service Decisions?

Fear is not a strategy.

Reality Check

How Marketers Use Social CRM

Building leads and communities are the most popular trends.

The Tipping Point

CMOs and CIOs: The New Power Team

Facts and fictions about the IT/marketing relationship.

Scouting Report

Changing the Face of Workforce Optimization

Predictive and real-time analytics offer tremendous potential for contact centers.

Pint of View


Will you fight for your name?

Customer Experience

Clamoring to Serve the Customer

A collision of silos calls for strong customer experience management


Adoption Monitoring Meets Subscription Service Models

Companies look for ways to lengthen and enrich customer relationships.

NRF's Big Show: The Great Retail Convergence

Retailers need to crush silos now more than ever.

Privacy Options Matter to Customers

Companies need to offer alternatives or face the consequences.

Required Reading: Building Authentic Customer Connections

Welcome to the relationship era.

SMBs Seek Enterprise-Class Predictive Analytics

Simple and adaptive solutions can reduce costs and improve profitability for small companies.

The Introduction of Matrix Commerce

Delivering a seamless buyer experience is more important than ever.

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