October 2018

Magazine Features

Intent-Based Marketing: The Early Bird’s System

New data analysis tools emerge to help companies identify customers earlier in the buying process

Customer Service Considers a Wage Increase

Agent attrition is still a major concern for contact center operators, but pay is just one issue

Colleges Can't Cling to Old CRM Technology

Higher education today needs CRM systems that can integrate and adapt

Front Office

It’s Time for Marketers to Go Back to School

The higher education market could benefit from a new marketing technology that takes personalization to a new level

Reality Check

Innovation Is What Makes Us Great

Customer service flourishes in a climate where people are free to innovate, and fail, and start over again

The Tipping Point

Automating Customer Service Means Striking a Balance

Too much automation can leave customers feeling put off

The Last Line

Customer Service Needs to Tackle Customer Emotion

How a customer feels about an interaction is the biggest contributor to good CX

Customer Experience

Paying Employees for Delivering Good CX Is a Bad Idea

Money can be a shortcut to accountability. Here's how to wean yourself off of monetary incentives

Small Biz Buzz

Which CRM Features Are Small Businesses Not Taking Advantage of?

This year's version of ‘ask the vendors' examines what SMBs might be missing

Insight

An Empowered Workforce Needs a Culture of Engagement

Employee engagement, employee experience, and employee enablement have to come together

Buyer Enablement Is the Key to B2B Sales

Much of the sales process happens before sales reps get involved

Required Reading: Companies Can Innovate and Cut Costs with Costovation

R&D doesn't have to suffer just because money's tight

Sales Is Merging with Science

More STEM graduates are finding their niche in sales careers

The Four Stages of Content Consumption

The content that B2B audiences consume reflects their position in the conversion funnel, research finds

REAL ROI

ICS+ Streamlines Its Business with Salesforce.com

The automated systems provider has broken down silos thanks to its Salesforce suite

Jewelry TV Unearths a Data Management Gem in Riversand

The TV retailer has tripled the amount of product information on its website

TENMAT Builds Revenue with PipelineDeals CRM

The manufacturing company uses its CRM to increase sales by 30 percent