November/December 2010
Magazine Features
No Longer The Text-Best Thing
Juan Martinez //
03 Jan 2011
Text messages remain a big part of any mobile campaign, but these days a multichannel approach is what really connects
Changing the Mobile Channel
Koa Beck //
03 Jan 2011
Mobile service is finally catching on with consumers of all ages—but not everyone is embracing the same methods
Anywhere Is Everywhere
Lauren McKay //
10 Dec 2010
After years of unfulfilled promise, CRM and mobile technology are finally making a move.
Front Office
Mobile Sales Are Going North
David Myron //
23 Dec 2010
Reality Check
CRM’s Most Underutilized Feature
Jim Dickie //
03 Jan 2011
The industry needs to overcompensate for its tragic misuse of compensation management.
Customer Centricity
New Tools and Old Mistakes
Ian Jacobs //
03 Jan 2011
Contact centers risk wasting powerful technology on the automation of imperfect processes
The Tipping Point
Analyzing the New Customer
Robert Wollan //
03 Jan 2011
Customer analytics are emerging as a competitive advantage.
Scouting Report
Speaking of Solid Payback
Donna Fluss //
23 Dec 2010
Optimizing your interactive voice response system may require only a small investment
Separating Fact From Fiction
Donna Fluss //
03 Jan 2011
Pint of View
Find the Story in Your Data Storage
Marshall Lager //
03 Jan 2011
Don't just store your customer data—use it
Insight
Google’s Instant Ingratification
Juan Martinez //
03 Jan 2011
What Google Instant means for the future of search engine optimization
Schools and Social Media: Pass or Flail
Koa Beck //
23 Dec 2010
The lessons universities are learning about emerging technologies
Sifting Through the Rubble
Lauren McKay //
23 Dec 2010
Oracle's massive annual gathering garners a lot of press—both good and bad
The Rise of the Empowered-Employee Empire
Juan Martinez //
03 Jan 2011
The coauthors of Empowered underscore a new-found source of corporate strength.
REAL ROI
Locking Up Data To Unlock Leads
Lauren McKay //
03 Jan 2011
Astadia and Salesforce CRM help a data-hosting firm increase annual revenue by 200 percent to 300 percent
Practice What You Preach
Juan Martinez //
23 Dec 2010
A provider of performance management software improves its own marketing performance
Learning What to Teach
Koa Beck //
03 Jan 2011
Identifying a few dropped signals enables Telvista to filter out more of the noise in its agent-training processes.
Surface-to-Air Missives
Lauren McKay //
23 Dec 2010
A travel service for military personnel uses SMS and live chat to ensure its customers can communicate