March 2014
Magazine Features
The 2014 CRM Service Awards
the Editors //
01 Mar 2014
The 2014 CRM Service Leaders
the Editors //
01 Mar 2014
The 2014 CRM Rising Stars
the Editors //
01 Mar 2014
The 2014 CRM Service Elite
the Editors //
01 Mar 2014
Front Office
Top 3 Customer Service Trends for 2014
David Myron //
01 Mar 2014
This year's hottest customer service trends include social media, cloud technology, and mobile devices.
Reality Check
The Adoption Rate Challenge
Jim Dickie //
01 Mar 2014
Give sales reps the right tools to drive CRM success.
The Tipping Point
Six Customer Service Investments to Consider
Elizabeth Herrell //
01 Mar 2014
Emerging technology trends hold great promise.
Scouting Report
Speech Analytics Is an Enterprise Change Agent
Donna Fluss //
01 Mar 2014
Expanding beyond the contact center is a challenge to overcome.
Pint of View
Excellent Customer Service Begins with Self-Evaluation
Marshall Lager //
01 Mar 2014
Meeting others' expectations starts with coming to terms with your own.
Customer Experience
To App or Not to App?
Josh Bernoff, Julie Ask //
01 Mar 2014
Base your plan of action on this simple formula.
Insight
Can Bitcoin Be Trusted?
Maria Minsker //
01 Mar 2014
The cryptocurrency gains momentum despite its value volatility.
Cobrowsing Presents a 'Lucrative' Customer Service Opportunity
Leonard Klie //
01 Mar 2014
Companies can increase revenue and improve agent efficiency.
Big Data Prompts 'Analytics Everywhere' Solutions
Leonard Klie //
01 Mar 2014
Everyday users can turn data into insight.
On the Scene: NRF's Big Show
Sarah Sluis //
01 Mar 2014
Harnessing technology to improve the retail experience.
More Brands Invest in Video Marketing
Sarah Sluis //
01 Mar 2014
High-consideration purchases and touch points a strong fit for online videos.
Influencing Customers in the Age of Information
Maria Minsker //
01 Mar 2014
A Stanford professor shares insights on the shift from relative to absolute consumer decision-making.