CRM Cover

December 2015

Magazine Features

Social Media Is Now a Viable Support Channel

Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform

10 Ways to Boost Event Marketing Effectiveness

Smart giveaways, targeted messaging, and engaging social conversations make for meaningful event engagements

Rethinking Data Quality

Why companies should closely examine their approach to collecting, cleaning, and maintaining their data

Front Office

Social Customer Service Is Here

Firms must be smart about the ways they collect and maintain customer data.

Reality Check

Sales Enablement Will Drive CRM Investment in 2016

This new catalyst for developers leverages the power of technology across many disciplines

The Tipping Point

Deciphering Digital Disruption

What does it mean for you? That there's a conversation going on—so don't get left out of it.


CRM's Ever-Changing Plotline

What hype-worthy wrinkles are in store for 2016?

Pint of View

Moving and Shaking

Tarantino's favorite cinematic opiate makes the transition to mobile

Customer Experience

Can Better Customer Experience Improve Your Bottom Line?

A correlation exists, but it depends on your industry, your competitors, and your customers


E-Commerce Gets Social

Salesforce.com and SAP bring e-commerce capabilities to social communities

European Union Rejects U.S. Data Privacy Laws

Sharing customer data across the pond will get harder

Required Reading: Making Common Cause with Customers

Brands need to embrace more collaborative business models

Slumping Customer Satisfaction Takes a Toll on the Economy

The sixth consecutive quarterly dip bodes poorly for retailers heading into the holidays


Orbitz for Business Shortens Sales Cycles with TinderBox

The corporate travel company sees a boost in efficiency with the contract-signing solution

USA Business Choice Enlists a Friendly Gatekeeper

A virtual assistant by CodeBaby helps users navigate the insurance provider's Web site

The Next Step

Do Your Call Center Agents Think They Have a Good Job?

Engaged workers will feel connected to the bigger picture

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