March 2012

Magazine Features

The 2012 Rising Stars

The 2012 Service Elite

The 2012 Service Leaders

Front Office

Prepare for a Multichannel Support Environment

Reality Check

Are the CRM Wars Really Over?

High usage doesn't equal high satisfaction.

The Tipping Point

Social 2.0

Higher expectations demand a cultural shift.

Scouting Report

The Argument for Desktop Analytics

This new IT sector offers visibility, real-time guidance, and process automation.

Pint of View

Keeping It Natural

Social streams are what you put into them—for better or worse.

Customer Experience

For Better Service, Try Exploitation

With social media, there's no excuse for not knowing your customer.

Voice of the Customer

Five Ways to Thrive in a Tough Economy

"Things'll go your way, if you hold on for one more day."—Wilson Phillips, "Hold On"

Insight

Being Hospitable Means Being Social

Hotel chains open communities to communicate with guests.

How to Achieve Uncommon Service

The first step is accepting the fact that you can't be good at everything.

Leadership Changes for Microsoft Dynamics CRM

Dennis Michalis takes over as general manager of the product line from Brad Wilson.

Social CRM Off to a Strong Start

2012 could prove favorable for capital investments and growth in the social sphere.

Turning Business Into Pleasure

As enterprises turn to gamification, measurable action, reputation, and incentives are all part of the equation.

Who Benefits from QR Codes?

2D bar codes are a great marketing strategy, at least in theory.