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CRM Cover

March 2014

Magazine Features

The 2014 CRM Service Awards

The 2014 CRM Service Leaders

The 2014 CRM Rising Stars

The 2014 CRM Service Elite

Front Office

Top 3 Customer Service Trends for 2014

This year's hottest customer service trends include social media, cloud technology, and mobile devices.

Reality Check

The Adoption Rate Challenge

Give sales reps the right tools to drive CRM success.

The Tipping Point

Six Customer Service Investments to Consider

Emerging technology trends hold great promise.

Scouting Report

Speech Analytics Is an Enterprise Change Agent

Expanding beyond the contact center is a challenge to overcome.

Pint of View

Excellent Customer Service Begins with Self-Evaluation

Meeting others' expectations starts with coming to terms with your own.

Customer Experience

To App or Not to App?

Base your plan of action on this simple formula.

Insight

Can Bitcoin Be Trusted?

The cryptocurrency gains momentum despite its value volatility.

Cobrowsing Presents a 'Lucrative' Customer Service Opportunity

Companies can increase revenue and improve agent efficiency.

Big Data Prompts 'Analytics Everywhere' Solutions

Everyday users can turn data into insight.

On the Scene: NRF's Big Show

Harnessing technology to improve the retail experience.

More Brands Invest in Video Marketing

High-consideration purchases and touch points a strong fit for online videos.

Influencing Customers in the Age of Information

A Stanford professor shares insights on the shift from relative to absolute consumer decision-making.

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