CRM Cover

December 2013

Magazine Features

New Year, New Strategies

At the change of years, CRM welcomes new social, mobile, and gamification trends.

Overcome Multichannel Customer Service Challenges

Effective strategies start with talking to customers.

Social Shifts Drive Multicultural Marketing

As minorities climb in social status, marketers must seize new opportunities.

Front Office

CRM—What Lies Ahead in 2014?

We'll likely see mobile technology deployments accelerate pretty rapidly during the next few years.

Reality Check

Manage Forecasts with Metrics, Not Hunches

Look to big data, sales analytics for accurate insights.

The Tipping Point

Why the Battle for Identity Will Affect Customer Experience

Merging identities across environments is no easy task.


The Digital Transformation of CRM

When the world is changing, businesses must do the same.

Pint of View

Top Gear Is Driven to Excite

Experience is where the rubber hits the road.

Customer Experience

Customer Analytics: Moving Slowly Toward Maturity

Striving for analytics gold is not a sport for amateurs.


In-House Marketers Take on More Roles

ANA reports external firms are on the decline as companies assign tasks to internal teams.

Apple's iBeacon Expands Retail Opportunities for Location-Based Services

The iOS7 feature can facilitate marketing and mobile payment processing.

At Shop.org, Retailers Prepare for a Mobile Future

The mobile and tablet experience is augmenting e-commerce and in-store sales.

At Oracle OpenWorld, Big Data Plays a Big Role

Oracle unveils an in-memory database at its annual OpenWorld conference.

Despite Outages, Customer Satisfaction with Electric Utilities Brightens

Improved communication in Web self-service and proactive outreach have bolstered customer sentiment, according to a J.D. Power study.

Enter Word of Mouse Marketing

How businesses can benefit from the latest technology innovations.


Ascena Retail Groups Stands Out in the Inbox with Orchestrated Marketing

Responsys helps the specialty online retailer boost productivity and revenue.

Cisco Systems Turns to Radian6 to Unify Its Social Presence

Social listening tool lets the technology product and service provider focus on actionable data.

Online Ticketing System Ticksy Is the Ticket for MDNW

Ticksy helps Web design firm respond to customers quickly and efficiently.

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