CRM Cover

October 2017

Magazine Features

Opening Up About Contact Center Design

Companies must create contact center layouts that will work for them and their customers

Digital Transformation Needs to Happen Now

The clock is ticking for companies that have been unwilling to embrace change

Optimizing Email for Better Sales Closes

Email success requires companies to challenge the marketing and sales status quo

Front Office

Yet One More Case for Customer-Centricity

Open design can improve collaboration and communication, but businesses should make sure it won't impact customer relationships

Reality Check

Bots Are Here to (Self-) Serve You

Thanks to machine learning and AI, bots today can usually give customers what they want.

The Tipping Point

Personalized Customer Service Means Recognizing Low-Key and Diva Moments

Journey maps can help companies understand—and adapt to—context.


A Customer-Engaged Company Has Empathy in Its DNA

It has to be both baked into your company's culture and present in your people.

Customer Experience

Make Your Customer Engagement a Closed Loop

Choose channels, gather data, create profiles, analyze, deliver right message at right time. Repeat.

Small Biz Buzz

What SMBs Want from Vendors

Technology executives share what their small-business customers are asking of them.


Blockchain Technology Fosters Its Own Concerns

The financial transaction security technology leaves many companies worried

Community Managers Must Speak the Language of Business

To gain financial support, online community managers constantly need to prove value

Companies Are Content with Content Marketing

Revenue growth is being driven by efforts to engage with increasingly hard-to-reach audiences

Companies Need a Presence on Channels They Don’t Own

Consumers begin in non-company-owned channels and end up in company-owned ones to resolve service issues

Required Reading: The Psychology Behind E-Commerce Website Optimization

Companies must approach their web pages the way they would their sales conversations


Artifi Makes Personalization Profitable

Wristband Resources uses Artifi to drive a double-digit conversion increase

Central Restaurant Products Links Revenue to Its Source with DialogTech

A food service equipment provider attracts new customers, and lifts conversion rates, using call analytics software

Vega’s Instagram Efforts Bear Fruit with Conversocial

The provider of plant-based food products turned to Conversocial for help engaging customers on the social media channel

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