CRM Cover

September 2014

Magazine Features

Could Mobile CRM Solve Field Sales' Biggest Problems?

Understanding the options could help your organization determine which solution is best.

Why Marketers Need a Tag Management System

TMS solutions track customers' digital journeys so companies can automate appropriate actions.

When VoC and VoE Combine

Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences.

Front Office

Five Ways to Reveal Your Customer Data

New methods of collecting customer data are already providing attractive returns on their investment.

Reality Check

Take the Intelligent Route to Lead Generation

Sales teams are adopting lead management roles.

The Tipping Point

The Race to Own You

How four Web giants aim to know more about consumers than we can even imagine.

Scouting Report

Outbound Solutions Engage Customers and Enhance Relationships

Mapping out the ultimate next-generation product.

Pint of View

Neutering Net Neutrality

Let's put the brakes on a separate, but unequal, future for bandwidth providers.

Customer Experience

What Makes a Successful Mobile User Experience?

Uncovering the traits that set industry leaders apart.

Insight

Call Handling Time Continues to Rise

Sales and customer service calls take 16 percent longer today.

Millennials Drive Cocreation Marketing

Young hypertaskers prefer user-generated content to traditional media.

Uber Exemplifies Forrester's 'TRUE' Brand Qualities

To compete in the services economy, organizations must satisfy four requirements.

How Hot Is Amazon's Fire?

Despite mixed reviews, the smartphone's connection to the largest e-commerce network will facilitate mobile transactions.

Neural Networks Reach into Virtual Assistants

Decades-old neural networking technology is being used to improve voice interactions.

The Importance of Aligning Strategy and Sales

How to close the gap between two pillars of business success

REAL ROI

Social Media Monitoring Delivers for Domino's

The pizza chain has social media customer care under control with Astute SRM.

Umbel's Data Unlocking Platform Is a Slam Dunk for the Indiana Pacers

Audience activation app helps the team better segment and target its Facebook followers.

Yahoo Sees Crystal-Clear Sales Forecasts with C9 Analytics

Sales operations shift focus from number-crunching to pipeline analysis.

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