CRM Cover

September 2013

Magazine Features

Luxury and Discount Retailers Seize Digital Marketing Momentum

With no one-size-fits-all solution, companies strive to stand out to core customers.

Retailers' Next Biggest Threat

In a showrooming world, more foot traffic does not equal more business.

Schools Need to Rethink Their CRM Approaches

Many colleges and universities are only using CRM for marketing, ignoring vital service and sales components.

Front Office

Retailers Can Combat Showrooming

As more people use smartphones, tablets, and e-commerce sites, showrooming will likely intensify.

Reality Check

The Mobile CRM R(evolution)

New options move focus from convenience to performance.

The Tipping Point

Looking Beyond Multichannel

Take a holistic approach to building customer relationships.

Scouting Report

Meeting the Social Media Challenge

Build a system that works for your company.

Pint of View

Customer Retention Starts with Listening

Whatever your profession, hearing what your customers say is crucial.

Customer Experience

Organizational Design from the Inside Out

Architect your business with a focus on the future.


Consumers Call Personalized Email Marketing 'Superficial'

Marketers and consumers are on different pages when it comes to email marketing effectiveness.

Customer Retention Requires Open Communication

Research finds a link between customer loyalty and continued engagement.

Which Interaction Channels Are Most Popular?

IVR and email top the list, but online customer support gains ground.

Marketers Struggle with Big Data

Nearly half of marketing executives don't use big data to understand customers.

Creating Brand Promoters

Expressing genuine interest in customers is key to extraordinary service.

Mobility, Collaboration Mark Enterprise Evolution

Businesses are taking a cue from the consumer world.


Five9's Cloud-Based Dialer Means More Productivity for DirectBuy

Automatic dialer brings substantial cost cuts for the member-based buying center.

Philly Zoo Goes Wild for New Call Center Systems

Mitel deployment helps connect staff with zoo patrons—and each other.

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