November 2012

Magazine Features

Connecting Retail and E-tail

More retailers are combining CRM data, social media, and personalization to improve the customer experience.

The New Measure of Customer Service Success

Why some traditional performance metrics are wrong and what you need to evaluate now.

Transforming Social Media Data into Predictive Analytics

More organizations are leveraging psychographic data to forecast positive—and negative—results.

Front Office

Analyze the Cost and Effect of Customer Experiences

Reality Check

Future Shock? Or Not?

Is frustrating customer service inevitable?

The Tipping Point

The New Sales Tool Is Mobile

Innovation and strategy are key to outpacing the competition.

Scouting Report

Why Contact Centers Don't Adopt Performance Management

Despite excuses, catching up with other enterprises is only a matter of time.

Pint of View

The Wisdom of Crowds

The voice of the customer is more than a buzzword.

Customer Experience

The Evolution of Management

Why the challenges you face may not be your fault.

Voice of the Customer

Don't Doom Your VoC Strategies

A six-step plan for overcoming common obstacles.

Insight

Big Data Analytics Can Help Improve Information Security

But using such insights for fraud prevention has room for growth.

Companies Struggle to Manage Customer Analytics

A Forrester report highlights big data challenges companies face.

Cross-Channel Design Can Be Transformational

Companies today must deliver cohesive experiences across multiple touchpoints.

Enterprise Videoconferencing, Telepresence Revenue Down

Broader macroeconomic factors and cautious IT spending could be the reasons, IDC finds.

Understanding the Shopper Economy

How marketers can turn behavior into currency.

What's Your Prospect's Score?

Companies get savvier at finding the hottest leads.

REAL ROI

For Robin Ruth, Streamlined Sales Are in the Bag

SupeRep helps the global accessories company expedite orders straight from iPads.

Mixing Art and Science in Retail

VF Corporation gains more customer insight and a faster workflow with Alteryx.

Work-at-Home Solution Flies for Alaska Airlines

The company maintains high standards with telecommuting agents using Envision's Click2Coach.