CRM Cover

June 2015

Magazine Features

What You Need to Know About Customer Experience Maps

Before a company designs its map, it should take a number of steps to make sure it doesn't go off course

The 3 Ds of the Internet of Things

It's all about connecting devices, data, and development platforms

In Data Security, It’s a Numbers Game

Requiring multifactor authentication makes it harder for hackers to access information

Front Office

Prepare Your Business for the Internet of Things

Reality Check

What We've Got Here Is Failure to Collaborate

If networking systems are underused, don't blame the technology

The Tipping Point

Is Your CRM System Social Media Friendly?

Empower collaboration to create customized experiences

Connect

It’s Time to Rethink Customer Lifetime Value

Look past transactions to interactions

Pint of View

My Fellow Citizens...Er, Customers

Mixing politics and CRM

Customer Experience

Taking a Measurable Approach to Customer Experience

The ideal experience must deliver for consumers and businesses

Insight

CX Spending Is on the Rise

Companies start to see value in their customer experience efforts

Nielsen Will Rate Internet-Streamed Shows

Efforts are under way to calculate viewership as interest continues to shift away from cable TV

Required Reading: The Wallet Allocation Rule Is a Better Metric for Businesses

Net Promoter and satisfaction scores paint an incomplete picture

Zendesk Readies Facebook Messenger for Customer Service

When reaching out to customers through social media, companies need to tread a fine line

REAL ROI

Blu's Market Expansion Leads to NetSuite Rollout

E-cigarette manufacturer builds brand awareness and customer satisfaction with case management

Home Painters Toronto Touches Up Its Marketing with Infusionsoft

A small-business CRM provider helps a local house painter turn his business around

SmartyPants Vitamins Boosts Engagement, and Gets Pharrell’s Attention, with People Pattern

The social intelligence tool triples a multivitamin start-up's Twitter audience

The Next Step

The Call Center: Talk About Issues!

Three observations on keeping—and cultivating—agent talent

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