CRM Cover

October 2013

Magazine Features

Digital Advertising Gets Personal

Improve customer engagement with real-time marketing.

CRM and Knowledge Management: Balancing Information and Insight

Companies are tying KM systems into CRM solutions to maximize understanding and use of internal resources, but the process can be onerous.

Voice Biometrics Builds a Business Case

Advances in speech security have made it more feasible and reliable as a call center tool.

Front Office

Manage Data or Be Managed by It

Organizations should take a serious look at how they are managing their data.

Reality Check

CRM and Knowledge

All we know now is just a dress rehearsal.

The Tipping Point

Building a Consistent Customer Experience

Focusing on employee engagement and culture will go a long way.


The Long Tail of Customer Experience

How American Girl dolls became much more than child's play.

Pint of View

What's Your Marketing Plan?

What we can learn from etymology and an ancient general

Customer Experience

Software Advances Are Propelling CRM to New Heights

Seven trends businesses cannot afford to ignore.

Small Biz Buzz

Riding the Wave of Shifting Platforms

Strategies may change, but the key to success remains the same.


Should Retailers Target Mobile Devices?

Tracking consumers in stores and online brings privacy issues back into the spotlight.

Marketing Email Open Rates Jump

Nearly a third of marketing emails are viewed—a major increase compared to recent years.

Tag Management Gains Traction with Marketers

Ninety-four percent call it crucial for customer data integration.

More CPG Companies Are Selling Directly to Consumers

Learning from Amazon.com's success, businesses leverage e-commerce to bypass retailers.

CRM in Sports—Mobile and Social Tech Get the Call

The industry is making up for lost time with a focus on new strategies.

Starbucks: Building an Inspiring Brand

It's not just about the coffee.


Arts and Crafts Retailer Learns the New Language of Social Media

Curalate helps Michaels launch image-centric promotion.

Online Bike Retailer Pedals Forward with Customer Retention

Retention Science helps BikeBerry engage and keep customers.

Rising Support for Automatic Dialers

3C Logic helps a credit counseling service 'keep up with customers.'

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