April 2011
Magazine Features
The Feminine Marketing Mystique
Koa Beck //
17 Mar 2011
How to Demystify Women's Purchasing Behavior
IVR Personalization: Strike the Right Balance
Leonard Klie //
17 Mar 2011
Too much familiarity can repel customers, so designers must take pains to build the right systems
QM Picture Grows Blurry
Paul Korzeniowski //
17 Mar 2011
Vendors deliver a broad suite of new functionality
Front Office
Getting Personal: Be Appropriate or Beg for Forgiveness
David Myron //
17 Mar 2011
Personalizing customer communications is important, but it's essential to understand your audiences' preferences and not assume that you know them.
Reality Check
An Unlikely Pairing: Analytics and Video
Denis Pombriant //
17 Mar 2011
The technologies will play a bigger role in everyday business processes and mobile devices
Customer Centricity
Hosted Contact Centers Poised for Growth
Ian Jacobs //
17 Mar 2011
Purse strings loosen on capital spending, which may bring rapid deployments
The Tipping Point
Marketing Beyond the Cloud
J. David Lashar //
17 Mar 2011
Technology and strategy convert customer interactions into actionable insight
Connect
Interacting with Social Customers, 101
Paul Greenberg //
17 Mar 2011
By acknowledging social media's influence and capitalizing on it, you could create evangelists for your company
Pint of View
Renting the Rubber Room
Marshall Lager //
17 Mar 2011
Apartment hunting reveals what happens behind closed doors
Insight
Taco Bell’s Meaty Marketing Campaign
Koa Beck //
17 Mar 2011
After a lawsuit questioned quality of its beef, the food chain aggressively disseminated its side of the story
Companies Need to Make Better Friends
Brittany Farb //
17 Mar 2011
Study identifies the main triggers for consumer disengagement in online marketing campaigns
Global Coalition Loyalty Program Membership to Top 1 Billion in 2011
Leonard Klie //
17 Mar 2011
Fourteen percent of the world's population belongs to at least one such program, according to Finaccord
Market Focus: Telecommunications—Rewards for Reliability
Leonard Klie //
17 Mar 2011
Telco loyalty programs increasingly have the right ring
Required Reading: Taking the Lead
Koa Beck //
17 Mar 2011
Sales and marketing teams must be connected for a win-win scenario
REAL ROI
Savings Follow BlueCross BlueShield to Tennessee
Leonard Klie //
17 Mar 2011
Nexidia's QuickStart helps health insurer reduce call times and volume and improve self-service on the Web
Cincy’s Zoo Goes Ape for IBM
Leonard Klie //
17 Mar 2011
Cognos solution leads to 50,000 new visits and revenue growth