CRM Cover

November 2013

Magazine Features

Customer Support: Keeping Up with the Digital Migration

The phone is losing ground as a leading communication channel. Can you meet customers where they're going?

How to Build a Better Brand

Marketers must keep messages short, energetic, and simple.

Mobile CRM Is Slow to Take Hold

Integration hurdles slow deployments as systems largely fail to deliver significant value to users.

Front Office

Preparing for the Omnichannel Environment

In a world where so much attention is placed on technology, we shouldn't lose sight of the human element.

Reality Check

Suite Versus Best-of-Breed: Is Less Really More?

When not all solutions are created equal, choosing one is no easy task.

Customer Centricity

The Core of Customer Centricity

You can't transform your company without your employees' help.

The Tipping Point

Keeping Pace with the Connected Customer

Five ways to improve your sales force effectiveness.

Scouting Report

Outbound Dialing Makes a Comeback

Changing rules give vendors new opportunities.

Pint of View

Debunking the Lone Wolf Sales Myth

Let's put this old cliche to sleep.

Voice of the Customer

Hungry for Customer Intelligence

CX professionals must satisfy appetites companywide.


Cause Marketing Engenders Loyalty

Emotional engagements are the key to cementing long-term customer relationships.

Companies Will Promote Products on Social Media

Attention shifts from gathering product feedback to greater customer engagement.

Insert Humanity and Trust into Customer Relationships

It's more than listening; it's incorporating feedback into the enterprise.

Leverage the Human Brand

Incorporate the surprising psychology behind customer choice and loyalty.

Social CRM Takes Center Stage

Social CRM should be about people, not technology.

Xerox: The Customer Service Company

The company does a lot more than just documents.


Axceler Finds Success in Lead Generation

Postwire helps the software company attract higher-quality leads.

Gigya Gets Gamification

Boyd Gaming uses social infrastructure to nurture engaged advocates.

Philadelphia Insurance Listens to Customers

The company sees retention increase after deploying a VoC solution from Confirmit.

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