June 2015
Magazine Features
What You Need to Know About Customer Experience Maps
Oren Smilansky //
29 May 2015
Before a company designs its map, it should take a number of steps to make sure it doesn't go off course
The 3 Ds of the Internet of Things
Maria Minsker //
29 May 2015
It's all about connecting devices, data, and development platforms
In Data Security, It’s a Numbers Game
Leonard Klie //
29 May 2015
Requiring multifactor authentication makes it harder for hackers to access information
Front Office
Prepare Your Business for the Internet of Things
David Myron //
29 May 2015
Reality Check
What We've Got Here Is Failure to Collaborate
Jim Dickie //
29 May 2015
If networking systems are underused, don't blame the technology
The Tipping Point
Is Your CRM System Social Media Friendly?
Michael Vickers //
29 May 2015
Empower collaboration to create customized experiences
Connect
It’s Time to Rethink Customer Lifetime Value
Paul Greenberg //
29 May 2015
Look past transactions to interactions
Pint of View
My Fellow Citizens...Er, Customers
Marshall Lager //
29 May 2015
Mixing politics and CRM
Customer Experience
Taking a Measurable Approach to Customer Experience
Roxana Strohmenger //
29 May 2015
The ideal experience must deliver for consumers and businesses
Insight
CX Spending Is on the Rise
29 May 2015
Companies start to see value in their customer experience efforts
Nielsen Will Rate Internet-Streamed Shows
29 May 2015
Efforts are under way to calculate viewership as interest continues to shift away from cable TV
Required Reading: The Wallet Allocation Rule Is a Better Metric for Businesses
29 May 2015
Net Promoter and satisfaction scores paint an incomplete picture
Zendesk Readies Facebook Messenger for Customer Service
29 May 2015
When reaching out to customers through social media, companies need to tread a fine line
REAL ROI
Blu's Market Expansion Leads to NetSuite Rollout
29 May 2015
E-cigarette manufacturer builds brand awareness and customer satisfaction with case management
Home Painters Toronto Touches Up Its Marketing with Infusionsoft
29 May 2015
A small-business CRM provider helps a local house painter turn his business around
SmartyPants Vitamins Boosts Engagement, and Gets Pharrell’s Attention, with People Pattern
29 May 2015
The social intelligence tool triples a multivitamin start-up's Twitter audience
The Next Step
The Call Center: Talk About Issues!
Garrison Wynn //
29 May 2015
Three observations on keeping—and cultivating—agent talent