CRM Cover

April 2016

Magazine Features

New Marketing Automation Hits the Mark

Mobile and social media offerings enable organizations to have more targeted interactions

Unified Agent Desktops Connect Reps to Essential Apps

A single interface that houses all of the information an agent could need will increase productivity and efficiency

Customer Success Management Comes of Age

Ensuring that clients are getting the most out of what companies have to offer is key in today's as-a-service, subscription economy

Front Office

Why It's Critical to Invest in Customer Success

All businesses must become much more attentive to customer behaviors

Reality Check

Journey Maps: The Secret to Our Customer Success

In the era of digital disruption, new tools can help you strive for authenticity

The Tipping Point

To Maximize Sales Enablement, Optimize Your Processes

Successful sales enablement initiatives need a sound infrastructure

Scouting Report

Cloud-Based Contact Centers: Bringing Clarity to a Crowded Market

A glut of vendors poses a challenge to buyers

Pint of View

People, ________, and Technology

We should re-examine CRM's tripartite nature

Customer Experience

Apple and JetBlue Focus on Customer Emotion—and So Should You

Don't miss this crucial component of CX

Small Biz Buzz

Get Mobile Sites and Apps to Work for You

Creating better customer experiences on the go is the key to unlocking value


Advocate Marketing Has Big Benefits

But first businesses need to better manage customer feedback

Chat Apps Top Social Media for Consumers

Messaging platforms are getting crammed with business capabilities

Customer Experience Metrics Are on the Rise

Continuity, consistency, impact, and integration are the key competencies driving CX change

Digital Dexterity a Dream for Most

Only 7 percent of companies worldwide have mastered the digital domain

Mobile Marketing Is Essential for Brand Differentiation

Companies need to make their marketing immersive for the most impact

Required Reading: Dance of the Rainmaker—How to Become a Sales Superstar

Focusing on the right clients, listening to them closely, and acting as trusted advisers are central to sales excellence

U.S. Strikes Data Deal with Europe

A new Privacy Shield accord safeguards against U.S. spying


Act-On Software Helps Truity Credit Union Connect with Customers

Thanks to the marketing automation platform, a small bank hones sharper email campaigns

Fonolo Takes Credit for Reducing Call Abandonment

Credit Union of Colorado improves its customer experience with Fonolo's In-Call Rescue

With Paytronix, a Pizza Chain Gets a Bigger Share of the Pie

Pie Five Pizza Co.'s new rewards platform delivers the goods

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