CRM Cover

December 2008

Magazine Features


Web 2.0, social media, customer feedback, conversations. Transparency is the new currency in CRM—but are you really ready to let your customer behind the curtain?

Spiff Up Your Site!

Your company's Web site doesn't have to be the prettiest one out there, but it has to be useful. Here's how to make sure it is.

They Aim to Please

There's one way to improve your chances of having customer-centric service: Hire customer-centric employees. If only it were really that simple.

Front Office

Build Transparency and Trust

Clearly, improving customer trust should be a major focus for organizations in 2009.

Reality Check

The Next Disruption

The notion of Peak Oil has more to do with CRM than you think.

Customer Centricity

Bad Economy = Bad CRM?

Before the markets hit the skids, companies had just begun to target customer experience.

The Tipping Point

Rejecting the Turnstile Relationship

Instead, invest more in your best customers.

Scouting Report

Feedback Is the Future

Contact center surveying is evolving into enterprise feedback management.


The Rave Is Over

What happened at Entellium, and what it means for businesses.

Financial Frenzy

Banks are dropping like flies—or mating like bunnies.

Will Customer Experience Survive in a ‘Soft’ Economy?

On The Scene: RightNow Summit '08 -- Cutting costs may lead to cuts in service.

Holiday Humbug

Will the Grinch steal retail's favorite season?

Market Focus: Energy/Utilities -- Empowered Consumers Are Ready to Flip the Switch

Utilities have to contend with customers seeking more control of their power consumption.

Required Reading: It’s a Bird. It’s a Plane. It’s You.

Reinvent your revenue stream to help people, communities, and the planet.

CRM on Twitter: December 2008

Entellium's crisis played out on Twitter, live.

Feedback: December 2008

Readers respond to "full-service" and "on demand."


Mixing In a Little Sugar Sweetens the Deal

Geeks on the Way turned to SugarCRM to keep pace with increasing demand.

A Newsletter Employs New Tactics

CareerBuilder.com, the largest job-search and employment Web site, aims to ease subscribers' search burden.

A Site Stops Feeling Overtaxed

The voice of the customer helps Intuit in an online revamp.

Make ’Em Laugh—Personally

GigglePrint knows personalization, but Coremetrics helps teach the printing company how to finish the transaction.

Secret of My Success

A Startup Feeds Off Feedback

BumpTop, a computer desktop solution from Bump, Inc., uses Intridea CrowdSound to develop customer conversation.


Tech Solution: Knowledge Management Tools

Business Problem: Failure to easily locate answers to customer inquiries.

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