CRM Cover

December 2016

Magazine Features

Is an Omnichannel Environment Truly Attainable?

Research suggests the need for integrating systems, but it's not an initiative that should be taken lightly

New Uses for Marketing Automation

The already effective technology will become even more valuable in the future

3 Key Rules of Customer Engagement

Organizations that don't interact well can ‘lose customers for a long time'

Front Office

Happy Anniversary CRM Magazine, and a Fond Farewell

As the cloud, analytics, omnichannel, the IoT, systems of engagement, and other technologies evolve, a lot of opportunities will continue to emerge for CRM professionals.

Reality Check

Your CRM Framework Probably Needs to Grow

A survey of executives reveals the top sales tools

The Tipping Point

Social Customer Care Is a CEO’s No. 1 Initiative

If customers complain about you online, take heart: That means they're still customers

Pint of View

YouTube’s Moment of Silence(ing)

Can a stifled social community survive?

Customer Experience

Washington Still Fails at Customer Experience

Federal agencies trail the private sector

Voice of the Customer

10 Ways to Get CX Efforts Noticed

Promoting your CX initiatives gets employees engaged and improves company performance


Indoor Location Technologies Create CRM Opportunities for Retailers

Analytics are needed to make the data generated useful, ABI Research suggests

Required Reading: Getting a Peek Inside Content Marketing

Content marketing is merging with traditional marketing, but it calls for a different approach

Virtual Reality to Become a True Reality

IAB report predicts increased use of 360-degree video amid virtual reality's growth as a marketing channel

What to Learn from Wells Fargo’s Mistakes

Companies that ignore their customers' best interests do so at their own peril


8x8 Lets MOBI Go 24x7

Cloud phone and contact center systems enable MOBI to expand service

JanSport’s Online Presence Packs a Punch with Clicktale

With insights gleaned from the customer experience software, the backpack company revamps its website's home page

JustFab Fashions More Personal Marketing with Sailthru

The digital retailer created more targeted email and web campaigns using the customer retention solution

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