CRM Cover

May 2013

Magazine Features

Growing Profits with Marketing Automation

Streamlining your sales and marketing tasks with automated technology can do wonders for your productivity and bottom line.

Predictive Analytics: The Futurists' Formula

Unlock customer insights that increase sales.

Stress Test Customer Service with Mystery Shopping

Professional shoppers should be used in conjunction with call monitoring, speech analytics, surveying, and voice-of-the-customer feedback management.

Front Office

CRM Comes to the Rescue

'How can we have growth like a modern dealership if we don't have the things that a modern dealership has?'

Reality Check

Transform Your Contact Center Into an Essential Corporate Contributor

Operations at risk must take a proactive approach.

The Tipping Point

Unlock Growth with Agile Selling

Valuable takeaways from leading-practice companies.

Scouting Report

The Rise of Social Customer Care

Best practices for staying on top of the new service landscape.

Pint of View

We're All Connected

For better or worse, everything digital is out there.

Customer Experience

The Role of Culture in Customer Relationships

Build exceptional experiences through emotional connections.

Voice of the Customer

The Road to Customer-Focused Results

Implement an initiative that pays off.


Are Companies Failing in Their Customer Relationships?

"Open marriages" are common in corporate culture.

Marketing and Sales Need Social Alignment

Teams should unify their social media strategies.

Marketing and Support Must Collaborate

Customer interactions via social media can't be just about one or the other.

Price Shapes Satisfaction

In a tight economy, companies must use VoC solutions for price sentiments.

The 360-Degree View Must Go Further

Competitive advantage requires a multidimensional view of customers.

When Marketing and Technology Meet

Business transformation can occur.


Rosetta Stone Gets Fluent in Smarter Selling

InsideView helps the language learning company uncover new prospects.

Toronto's Nerve Center Provides Easy Access

Canada's largest city improves customer service with Toronto 311.

Wasserstrom Revs Up Paid Search

With AdLucent, a restaurant supplier sees gains with Google's Product Listing Ads.

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