CRM Cover

December 2014

Magazine Features

5 Hot Customer Service Technologies

The latest innovations add a sense of immediacy to customer interactions.

The 3 Cardinal Rules of Cause Marketing

There's a fine line between giving and gimmick.

An Evening with Buddy Valastro, the Real-Life Willy Wonka

As Carlo's Bakery gets bigger and embraces new technology, the Cake Boss' business philosophy stays true to its roots. (This story originally appeared on DestinationCRM on October 24, 2014.)

Subscription Services Can Revamp Business But Challenge Contact Centers

A new business model takes shape, where consumers rent goods and services rather than buy them.

Front Office

Why You Should Consider Customer Journey Maps

While creating a customer journey map that accounts for experiences across multiple channels might sound difficult, it is possible.

Reality Check

Coaching Solutions Guide Reps to Sales Success

Innovation steps in where sales training leaves off.

The Tipping Point

Managing CX in the Age of Digital Disruption

7 steps for navigating the digital/social landscape.


Why CRM Is Not Dead

Simple interactions give way to end-to-end experiences.

Pint of View

The Age of Entitled Consumers

What hath consumerism wrought?

Customer Experience

What Drives a Profitable Customer Experience?

Companies that value customers need to let them know.


UPS Calls on Marketers to Help Manage Holiday Peak

A joint effort is designed to curb shipping slowdowns this year.

Campaign Management Needs to Cross Channels

Despite improvements,l cross-channel campaign management still has usability challenges.

Oracle Gets Serious About the Cloud at OpenWorld 2014

Ellison promotes an updated CX Cloud and promises deep integration. (Originally appeared on DestinationCRM.com on September 30, 2014)

Revealing the Keys to Leading Digital Transformations

Smart technology investments are just the beginning.

The Role of Wearables Expands in the Call Center

Computer-connected headsets could seamlessly link agents and supervisors.


Genesys Bolsters Michigan Child Support Agency's Overhaul

Parents in need get improved access to services with new call center technology. (This article originally appeared in the Winter 2014 issue of Speech Technology.)

Traeger Grills' Email Marketing Campaign Sizzles with Analytics

When batch and blast no longer cut it for the outdoor grill manufacturer, AgilOne delivered a more targeted solution.

Ninewest.com Combats Cart Abandonment with LivePerson Digital Engagement Solutions

LiveEngage increases online conversion rates and order value for women's shoe company.

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