CRM Cover

August 2014

Magazine Features

The 2014 CRM Influential Leaders

Whether their contributions are longstanding or just now being felt, these five visionary individuals have the potential to shape the industry's future.

The 2014 CRM Market Leaders

Paving the way for success throughout all areas of CRM, our finalists and winners in 10 categories exhibited strategies and innovation this year that put them at the top of their game.

The 2014 CRM Rising Stars

The vendors we honor made significant advances in a variety of areas this year, giving clients of all kinds the opportunity to grow and compete in a challenging business environment.

The 2014 CRM Elite

Finding the right tool to help your business achieve measurable results is not easy. Wise solution implementations have helped our four winners see their businesses boom.

Front Office

3 Emerging CRM Trends in 2014

Companies must connect communication channels, shrink big data, and create emotionally charged experiences.

Reality Check

Buzzword Battle: Omnichannel Versus Multichannel

When the contact center industry takes notice, we all win.

The Tipping Point

Are You Wasting Your Customer Experience Spend?

B2Bs must close the gap between spending and results.


The Connection Between Online Dating and CRM Vendor Selection

Don't be misled by what's too good to be true.

Pint of View

Use the Brand, Luke

The more you tighten your grip, the more that will slip through your fingers.

Customer Experience

Customer Experience Management Is on the Road to Maturity

Companies that lag behind must move from 'fluff' to 'tough.'

Voice of the Customer

Is It Time to Moneyball Customer Experience?

Create a competitive advantage by looking at data through a broader lens.


Is Kid-Targeted Marketing Unethical?

With children going online more often, Internet advertising comes under scrutiny.

Digital Marketing Opportunities Grow in Emerging Markets

Reaching consumers in Latin America and Asia-Pacific requires local targeting.

Brands Deliver Inconsistent Engagements

The phone still outperforms other channels for customer service.

Consumers Fear Data Insecurity

87 percent of survey respondents state their information is not adequately protected.

Retailers Plan Investments in Real-Time CRM

Mobile marketing, in-store customer ID, and analytics are on the real-time road map.

How to Master the Mobile Mind Shift

It's all about adding utility to mobile moments.

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