CRM Cover

June 2013

Magazine Features

Collaboration Meets Community Platforms

Enterprises are combining peer-to-peer and Web self-service capabilities to improve customer service and lower cost.

The Complex Challenge of Repairing Customer Trust

Social media provides businesses with intriguing opportunities to strengthen the bond with consumers. 

Voice-Based Microblogs Speak Volumes

How speech technology can improve social media campaigns.

Front Office

Join the Conversation and Build Customer Trust

By joining customers' network of peers, organizations have an opportunity to improve customer trust.

Reality Check

Taking SPM Out of the Dark Ages

New solutions remove barriers to payment plan success.

The Tipping Point

WCM: A Sexy Tool for Digital Customer Experience

Differentiate your business with this vital software.


The Fan Business

Winning sports franchises know that selling tickets is only the beginning.

Pint of View

Brother, Can You Spare the Time?

Making the job of nonprofit marketers a little bit easier.

Customer Experience

Drive Differentiation Through Your Ecosystem

Engage employees, partners, and customers to gain a competitive edge.


Companies Now Compete on Information

Businesses that embrace "being useful" will win out.

Executive Demand for Data Analysis Grows

CEOs re-evaluate enterprise roles, strategies to tie analytics to business values.

Hesitation Hampers Banks' Social Media Opportunities

Many financial institutions are still not exploiting social media despite changing customer needs.

How to Become Agile in Sales

Leverage partner networks and social media for success.

Microsoft Opens Up at Convergence

Company comes out of its cocoon to help customers get the most value from IT investments.

Social, Local, Mobile Transcend Business Searches

Consumers increasingly search for local businesses on mobile devices.


Ariba Helps B&H Get Discovered by Quality Buyers

Electronics mainstay boosts business leads using the commerce network.

T-Mobile Listens to Its Customers

Surveying tool yields positive results for Austrian carrier.

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