CRM Cover

April 2014

Magazine Features

13 Digital Marketing Myths, Debunked

The real answers to those burning questions about email, social media, mobile devices, and big data.

The 4 Pillars of Responsible Customer Engagement

Relevance, respect, credibility, and value are key to great experiences.

3 Reasons to Boost Your Contact Center's Strategic Value

Today's solutions are lower in cost, offer predictive capabilities, and require less technical know-how to operate.

Front Office

Why Customer Experience Is a Bad Metric

The importance of customer engagement will surpass customer experience.

Reality Check

Data Versus Knowledge

Gaining insight from your data means rethinking its definition.

The Tipping Point

The (Priceless) Value of Trust

Building customer relationships one insight, one interaction, and one experience at a time.


The Future of CRM Is Outcome-Driven

Between company-centric and customer-centric, there needs to be a middle ground.

Pint of View

Eschew the Peer Review?

There are limits to what "people like me" can tell you.

Customer Experience

Taking the Plunge into Social CRM

Integrating social communities takes a true commitment.

Small Biz Buzz

Subscriptions Boost Customer Engagement...and Business

Think about business as a collection of consumers.


How Reliable Is That Online Review?

Twenty-one percent of consumers write about products they've never used.

Wearables Will Be a Marketing Winner

Estimated to generate more than $3 billion in 2014 alone, wearable technology units could skyrocket by 2020.

Contact Center Satisfaction Dropped 10 Percent in 2013

Companies can rebound by providing more multichannel customer service options.

Demystifying the Brand Building Process

The seven simple principles every company needs to know.

From IVRs to Automated Interactive Customer Contacts

Chat, SMS, and virtual agent solutions have a strong future if deployed wisely.


The General Reboots Agent Training with Intradiem

The online auto insurance provider updates agent skills with Intraday Management technology.

SalesClic Is Just the the Ticket for Better Sales Forecasts

ShowClix shortens sales cycles and improves forecasting with SalesClic.

Spreadshirt Draws New Sellers—and Sales—with Targeted Testing

Optimizely's A/B testing capabilities increase conversions by more than 600 percent.

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