May 2011
Magazine Features
CRM + Predictive Analytics: Why It All Adds Up
Eric Felipe-Barkin //
15 Apr 2011
The whole exceeds the sum of the parts
Speech Analytics Captures Consumer Sentiment
Leonard Klie //
15 Apr 2011
Technologies blend data from different sources, emotional states, and moments in time
Web Analytics: What’s Worth Paying For?
Paul Hyman //
15 Apr 2011
While some solutions are free, marketers sacrifice time and rich analysis
Front Office
Enter the Age of Analytics
David Myron //
15 Apr 2011
To make the best use of your time and your company's CRM investments, you must measure what you manage.
Reality Check
Three Cheers for Honest CRM Vendors
Barton Goldenberg //
15 Apr 2011
Dishonest practices that overpromise and underdeliver must be rooted out
Customer Centricity
There’s No Substitute for Experience
Lior Arussy //
15 Apr 2011
A salesperson must make a customer feel as if he must have it
The Tipping Point
The Right Customer Experience Strategy
William Band, Paul Hagen //
15 Apr 2011
It varies from "tailored intimacy" to "customer self-service"
Scouting Report
Don’t Believe Everything You Hear About WFO
Donna Fluss //
15 Apr 2011
Suites embrace analytics, debunk idea core components are commodities
Pint of View
The Winter of Our Dis-Content
Marshall Lager //
15 Apr 2011
Trying on some bold "new" social media strategies in CRM
Insight
Will Paperless Payments Take Off Among Customers?
Koa Beck //
15 Apr 2011
Pitney Bowes and others reveal digital delivery service applications
Socially Challenged
Leonard Klie //
15 Apr 2011
CRM outsourcers still grapple with social media strategies
Can Mobile Apps Save Customer Loyalty Programs?
Koa Beck //
15 Apr 2011
Most consumers are not active users, study shows, but easing access may spur participation
Social CRM Software Spending Expected to Hit a Milestone
Brittany Farb //
15 Apr 2011
Expenditures will exceed $1 billion worldwide by 2013
Higher Education Increases Marketing
Leonard Klie //
15 Apr 2011
Schools shift focus to generate more inquiries in-house and boost technology investments
Required Reading: Ruling the Roost with Relevance
Koa Beck //
15 Apr 2011
Being the preferred brand is not enough in the face of quickly shifting market dynamics
REAL ROI
IVR Is Good News for Scripps
Leonard Klie //
15 Apr 2011
Media company leverages Pronexus system to standardize subscription services for 14 newspapers
Software Company Takes Hard Look at Phone Automation
Koa Beck //
15 Apr 2011
FundNET installs Ifbyphone to redefine call-in support for financial services clients
The Suite Life Cements Customer Service
Brittany Farb //
15 Apr 2011
CRM director Ven Bontha describes Cemex's transition to SAP CRM