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CRM Cover

June 2008

Magazine Features

Lollipop Loyalty

As rewards programs proliferate, your best customers want -- and deserve -- more consideration.

The Second Coming of Web 2.0

"Web 2.0" has been the subject of much buzz -- especially in CRM. What's beyond that buzz, and how can you make it work for you?

Believe the Hype about Hosted Contact Centers

After years of build-up, how much longer should we wait for the market to mature?

All Talk

Unified communications has the potential to drastically alter the business landscape -- assuming vendors really can get their collective act (and your communications) together.

Front Office

Fix the Problem, Not the Symptom

Unfortunately, too many executives are reactive and only turn to loyalty programs when problems arise.

Reality Check

The Customer Module

After years of trying, CRM still hasn't got a single place to capture and analyze relevant customer data.

Customer Centricity

We Are What We Expect

Shifts in customer satisfaction need to take into account shifts in customer expectations.

The Tipping Point

Innovation Can Be Scaled

Game-changing evolutionary insight may be sitting right under your nose.

Scouting Report

Performance Management Requires Process Improvement

Contact center performance management isn't about measuring flaws -- it's about fixing them.

Pint of View

"Houston, We Have a Problem"

Simple customer management shouldn't be rocket science

Insight

Making Mashup Masterpieces

Business just got a little more hands on -- and a lot more interesting.

Trouble in the Air

With chaos in the airline industry, is it any wonder customers find their faith anything but sky-high?

CRM on Twitter: June 2008

As Twitter, the microblogging site, explodes in popularity, CRM has become a common topic. To bring the Web 2.0 world full-circle, we'll be highlighting a few choice tweets.

Is SaaS Ready for Its Contact Center Close-up?

Software-as-a-service continues to catch on, but observers differ on whether the not-so-new business model is right for contact centers

Market Focus: Government -- CRM: In the Public Interest

Government's technological future is beginning with service sites and outreach programs to serve constituents

Required Reading: Let's Hear It for the Customers!

Consumers are talking to the world -- and the world is listening.

REAL ROI

So Hot It's Cool

Ice Energy pumps up sales with the heat of email marketing.

Linksys Gets Shaken, a Community Is Stirred

How Lithium Technologies' online community-based CRM solution saved Christmas.

The Risky Risk Business

PGAC assures better -- and more effective -- service with Upstream Works.

Awana Hears a SaaS Sermon

An international youth ministry gets the CRM it needs, integrated with the enteprise resource planning system it knows.

Secret of My Success

Jazzing Up Online Loyalty

An NBA team uses MyLifeBrand to create social networking that sparks loyalty, ups revenue, and increases sales.

Re:Tooling

Tech Solution: Multichannel Marketing Tools

Business Problem: Integrating essential marketing analytics across campaigns.

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