CRM Cover

February 2014

Magazine Features

10 Social Customer Service Tips

New channel interactions don't have to be complicated.

The Future of Email Marketing

Along with mobile, new tools and technologies are changing email marketing—is your brand ready?

Sales Management Tools and Trends to Watch

How to transform selling through coaching, collaboration technology, and sales analytics.

Front Office

Should You Offer Social Customer Support?

Despite its limitations, progressive organizations are leveraging social media as part of an omnichannel customer service strategy.

Reality Check

Exploring the Role of Cloud-Based Contact Center Solutions

Adoption is growing, but concerns remain.

The Tipping Point

Surviving and Thriving in a Switching Economy

Five tips for retaining customers.


CRM in the Age of Customer Engagement

When definitions are in flux, flexibility is key.

Pint of View

Pull the Plug on Customer Care

Communication is good, overkill is not.

Customer Experience

The Six Golden Rules of Customer Experience

Providing good service is not rocket science.

Voice of the Customer

Drive CX Initiatives with Journey Mapping

Gain a fresh perspective by understanding the paths your customers take.


Victoria's Secret Uncovers Gender Buying Differences

Pricing and sales differ when men buy gift for women.

Augmented Reality Is a Real Marketing Tool

Generating roughly $300 million in 2013. AR apps are catching marketers' attention.

Card-Linked Marketing Delivers Personalization

Merchants and banks tie sales to past purchase behavior.

Building Brand Loyalty (Video Interview)

Turn your customers' passion into a long-lasting brand relationship.

E-commerce Parachutes into Stores with Pop-up Shops

Online retailers gain new customers and drive sales with limited-time offerings.

Law Firms Make the Case for CRM

Sixty-three percent of firms plan additional investments in 2014, LexisNexis research finds.


Lattice Engines Helps Mindjet Identify Top Prospects

Software collaboration sales team focuses on highest quality leads with Lattice's Predictive Lead Scoring.

IVR Is the Right Prescription for a Native American Health System

Muscogee Creek Nation's Enacomm solution overcomes the challenge of spiking call volumes.

Toyota Targets Its Social Media Campaign with Social Syndication Hub

SimpleFeed's predictive publishing capabilities deliver a 53 percent lift in engagement

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