CRM Cover

January 2010

Magazine Features

The Curse of Noitavonni

The pursuit of the new is, itself, nothing new. So why do we—and customers—seem to value it so highly? This month, we take an in-depth look at the promise—and price—of innovation.

Where Does Innovation Come From?

Perhaps more than ever, it's a good idea to look for good ideas? But where are they hiding?

5 for '10

Cutting-edge technologies are altering the possibilities that are open to us. Is your company prepared to embrace the new?

Superhuman CRM

This month's special report on innovation may have a bit of an emphasis on the inhuman machine, but we still know the single-most important part of technology is the user interface. What happens when the user becomes the interface?

Here, There, and Everywhere

Knowing where consumers are can reveal a lot about who they are.

Front Office

A New Decade Brings New Ideas

Reality Check

Assessing Your CRM Situation

You can't know where you are unless you look—and look hard.

Customer Centricity

Contact Center Innovation: What to Expect in 2010

Organizations must change their mission and culture to benefit from new technologies.

The Tipping Point

The Ledge of Allegiance

What history—and a survey of current behavior—can teach us about the threat to customer loyalty.

Connect

The New Reality Will Be Augmented

Merging the digital and the real to create an engaging experience.

Pint of View

Everything Old Is New Again

Innovation is change, but change isn't necessarily innovation

Insight

Innovation Picks Up Static

In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon?

Are You Smarter Than a Neuromarketer

Companies have always aimed for the customer's heart, but the head may make a better target.

This Year's 'Swell Set

The 2009 Groundswell Awards congratulate cutting-edge companies mastering social media.

Market Focus: Insurance — Pursuing a New Policy

The insurance industry is slowly shifting from traditional to trendy.

Required Reading: Innovation by Design

CRM on Twitter: January 2010

The word on the street.

REAL ROI

Scratching the Surface

A luxury hotel utilizes surface computing from Microsoft to deepen relationships and its brand promise.

Cook, Clean, Watch, Buy

Video adds a new dimension to Electric Shopping's products and dramatically improves conversions

Knitting Together a Community of Enthusiasts

With podcasts, a blog, and social network participation, Lion Brand Yarn weaves itself into the fabric of the customer experience.

Secret of My Success

A Social Strategy That's A-OK

OK Labs forgoes traditional marketing in favor of a community-based Web 2.0 approach.

Re:Tooling

Re:Tooling — Geolocation: Location, Location, Location

To get back to more personalized content, companies are discovering geolocation technologies.

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