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January/February 2019

Magazine Features

To Market Events, Make Them Memorable

It's important for attendees to remember the company, and for the company to remember attendees

Chat Is the Channel of Choice, For Now

Customers and companies like chat, but that could change as new channels emerge

The Gig Economy Is Emerging, but Overstated

Most job seekers, even Millennials, still prefer traditional jobs to flexible options

Front Office

The Gig Economy Isn’t New, but It Might Be Worth a Second Look

Your customers' next text, chat, IM, or phone conversation with customer service could be with a freelance agent

Reality Check

Analytical Advances Unlock the ‘How’ of Selling

Sales reps know what they need to do, but how to do it is a moving target

The Tipping Point

It’s Time to Deploy, not Dabble with, Social CRM

Don't miss out on engaging with customers in a meaningful way

Scouting Report

Thanks to AI and RPA, the WFO Market Surges

Workforce optimization moves to the cloud and embraces AI and analytics, and the market responds

The Last Line

Where Is Amazon Go-ing With This?

The staffless Amazon Go stores seem like a convenience revolution—though for now, the experience might be beside the point

Voice of the Customer

Surprise—You’re in Charge of CX!

Embrace customer experience leadership, regardless of how you got there

Insight

Companies Fail to Meet Expectations Across Channels

A recent report from the Northridge Group finds that companies are not providing simple, personalized, and effective customer service

PCI Updates Its Data Security Standard Guidance

New corporate guidelines take new channels and technologies into account

Required Reading: The Ultimate Guide to Becoming The Ultimate Sales Pro

Salespeople can get ahead by thinking ahead

Social Media Must Be Proactive

Most social media users expect companies to respond to social media comments, Clutch Research has found

What Will 2019 Bring for CRM?

Industry insiders share their predictions for the coming year

REAL ROI

Janrain Expands Offerings with Looker

The digital identity network provider is now far more flexible

Open Systems Technologies Saves Big with Bullhorn

The staffing firm adopted two Bullhorn solutions to improve its processes

Washington’s 311 System Answers the Call with Salesforce

Reduced system downtime, call hold times, and costs have followed the district's migration to Service Cloud

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