CRM Cover

June 2016

Magazine Features

15 Essential Tips for an Active Social Community

Focus on creating a valuable and vibrant group to deepen customer relationships

Beyond the Three V's of Big Data

There are as many as five V's, but one trumps all of them

Six Steps to Social Selling Success

In the age of the super-savvy, hyper-connected buyer, sales professionals should blend modern technologies with traditional methods

Front Office

The Best Way to Personalize Customer Interactions

"Timeliness and relevancy are the foundation of delivering personalized customer experiences in real time."

Reality Check

Two Methods for Sales Training Reinforcement We’re Not Using

If you want sales reps to use (not lose) their training, turn to the devices they use every day

The Tipping Point

CRM Leverages Your Relationships by Capitalizing on the Details

A big part of your core strategy? Staying on top of all of your clients' needs


Customer Engagement Starts (and Maybe Ends) with the Basics

A #FAIL with baseline expectations will have your customers looking elsewhere

Pint of View

Enabling Behavior

We use strange language to describe our applications

Customer Experience

CX Metrics: 4 Ways to Measure Up

And 5 pitfalls to avoid as you quantify the customer journey


Brands Bet on Bots

Facebook pushes bots as the new form of customer engagement

Inbound and Outbound Converge in the New Contact Center

Call blending is the new normal as customer service becomes more proactive

Live Video Streaming Lends Authenticity to Outreach

Marketers might be tempted to hit the live record button, but precautions must be taken

Required Reading: Promises—and Pitfalls—of the Blockchain Revolution

How the technology powering Bitcoin could reshape e-commerce

The Four Stages of Mobile Marketing Maturity

Marketers must craft their campaigns based on their organization's level of sophistication


Avaya Enhances CET’s Emergency Response

A new contact center improves how the claims processor handles home emergencies

Pointific Gets a Bigger Revenue Slice with Cake

The digital ad agency can track its performance in real time with Accelerize's ROI measuring tool

Six Pack Shortcuts Lifts Profits With NewVoiceMedia

With ContactWorld, the gym beefs up its sales force, and sales

The Next Step

How the Millennial Mind-Set Could Affect the Workforce—for the Better

Can we achieve more by working less?

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