CRM Cover

February 2016

Magazine Features

The Cohort Report

An overview of generational differences in consumer buying and behavioral trends

GENERATION Y: In Control, Content, and Community-Minded

As Millennials take on more significant roles in the American workplace—and their spending power increases—the stakes are up for marketers

ALL IN ALL IS ALL WE ARE: Gen X Experiences Middle Age

Squeezed between the Boomers and the Millennials, Gen Xers face the dual responsibilities of caring for aging parents and their own children.

THE BOOMER GENERATION: Booming or Busting?

Although some are retiring, don't neglect the members of this very large and prosperous consumer segment

Front Office

Debunking Generational Misconceptions

People change, so always be ready and willing to challenge preconceived notions about them

Reality Check

Workforce Optimization Enters the Analytics Era

As the sector's products evolve, the challenge for vendors is getting customers to bite.

The Tipping Point

Tie Sales Compensation Plans to Your Company’s Mission

Point "coin-operated" reps toward ensuring the right business results.

Connect

Sales and Marketing Alignment: Trend or Necessity?

Two departments that haven't always seen eye to eye need each other now more than ever before

Pint of View

What Is Brand Love?

Baby, don't hurt my bottom line.

Customer Experience

Digital CX Goes to the Movies

To picture customer journeys in the Internet of Things era, start thinking in settings and scenes.

Voice of the Customer

Survey Fatigue: Let’s Take the Onus off of Customers

Companies should find fresh ways—online communities, analytics, ?journey mapping—to gather customer intelligence.

Insight

Consumer Narcissism Is on the Rise

A university study urges businesses to invest in greater customization to meet the trend

Facebook Adds to Customer Service on Pages

The social networking site offers tools to help companies better manage customer communications

Fraud Hits Digital Advertising Hard

Invalid traffic, content sharing, and malware cost the digital ad industry $8.2 billion per year

Google Will Stream Mobile App Content

The service makes in-app content searchable over the Internet

Required Reading: Making Sales a Team Sport

When a sale gets stuck, a cross-departmental effort can help spring it loose

REAL ROI

Five9 Helps Open English Keep Class in Session

Five9's cloud contact center technology lets the online language school contact leads in seconds

Paychex Heightens Client Response and Retention with MaritzCX

The payroll services provider uses the platform's survey, feedback, and data-mining tools to help keep customers happy—and make new ones

StrongView Helps Extra Space Storage Make Room for New Customers

The storage space provider reaches movers on the go with personalized, mobile-friendly emails

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