CRM Cover

May 2014

Magazine Features

The New Roles of Customer Service Outsourcers

Labor rates are no longer the main concern as companies consider outsourcing their contact centers.

The Evolution of the MBA

What business schools are doing to better prepare your future employees.

Retailers Bring the Digital Experience In-Store

Using smartphones, tablets, and creative displays, retailers can give consumers the best of both worlds.

Front Office

4 CRM Data Trends to Address

To collect valuable insight, organizations must tackle a few emerging data trends.

Reality Check

WFM Growth Brings Choices and Challenges

For some companies, ease of use is winning out over functionality.

The Tipping Point

Turning the Customer Experience Tide

The risk and opportunity of promising seamless customer experiences.

Scouting Report

Use Desktop Analytics to Improve Your Servicing Environment

Adoption of these solutions is poised to take off over the next few years.

Pint of View

The Physics of CRM

Newton was even more right than he knew.

Customer Experience

The Rise of Empathy

Six steps for understanding your customers.


The 6 Types of Twitter Conversations

Social Media Research Foundation takes a social snapshot.

Push Notifications Help Keep Customers Close

Consumers like receiving notices, but companies need to use them cautiously.

Mobile Sales to Represent Half of E-Commerce by 2018

Retailers need to focus on mobile user experience and responsive design to capitalize on growth.

Microsoft Dynamics Convergence: Microsoft Homes in on Customer Centricity

Convergence keynote speaker says businesses that serve customers best are P2P (people-to-people).

Moving Toward Agile Selling

Today's sales professionals must be quicker thinkers and learners.


Snapfish Finds Live Chat a Snap for Customers and Agents

Photo-sharing site uses Live Person to help members with design projects.

Postwire Seals the Sales Process for StandUpPouches.net

Sales enablement technology helps answer questions for custom orders.

URX Drives Repeat Traffic to SeatGeek's Mobile App

Ad retargeter helps ticket aggregator's ad click-through rate rise to triple the industry average.

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