November 2016
Magazine Features
Make CRM Smarter
Leonard Klie //
01 Nov 2016
Innovations in knowledge management make it easier for agents and customers to find information
Native Ads: Balance Brand Promotion with Compelling Content
Sam Del Rowe //
01 Nov 2016
With the right execution, native advertising can be an effective component of any marketing strategy
5 Hurdles to Clear on the Way to Sales Transformation Success
Oren Smilansky //
01 Nov 2016
A list of barriers organizations should expect to encounter when stepping up their sales game
Front Office
Is CRM Getting Too Intrusive?
David Myron //
01 Nov 2016
There's no end to how much business leaders are willing to scrutinize their employees
Reality Check
Forget Annual Reviews: Use QA to Appraise Agents
Donna Fluss //
01 Nov 2016
Contact center staff can get timely feedback—and will stay more engaged
The Tipping Point
Is Customer Immersion the New Customer Engagement?
Robert Wollan //
01 Nov 2016
With augmented and virtual reality, customers can have immersive experiences with brands
Scouting Report
Speech Analytics Can Help Alter the Service Paradigm
Donna Fluss //
01 Nov 2016
To create outstanding and personalized experiences for customers, you have to know them
Pint of View
For the Record, Integrated CRM Is Getting Closer
Marshall Lager //
01 Nov 2016
Writing is in everything we do, but we still need to unify systems of record and engagement
Customer Experience
With CX, Engaged Employees Mean Everything
Bruce Temkin //
01 Nov 2016
A customer-focused culture starts with people who feel good about their work
Insight
Advocate Marketing Has Four Personality Types
Sam Del Rowe //
01 Nov 2016
Knowing where customers fall can improve contacts with them and their followers
Apple, Google, Verizon, and Others Join Fight Against Robocalls
Leonard Klie //
01 Nov 2016
The federal government is asking the industry to do more to thwart automated marketing calls
Google Cracks Down on Intrusive Ads
Sam Del Rowe //
01 Nov 2016
Pop-up ads will drop companies in Google search listings
Required Reading: Searching for Jobs to Be Done
Oren Smilansky //
01 Nov 2016
Companies must actively anticipate customer needs, rather than wait to hear what they are
Retailers Need a Social Media Makeover
Leonard Klie //
01 Nov 2016
Many merchants are not capitalizing on the opportunities social media presents
REAL ROI
MedPro Stops Wasting Leads with Velocify
Oren Smilansky //
01 Nov 2016
The medical waste management firm's new platform keeps a lid on promising sales opportunities
PuzzleSocial Pieces Together Winning Engagement with Tapjoy
Sam Del Rowe //
01 Nov 2016
Its crossword app sees a rise in revenue and retention using the monetization platform
Zang Sends the Right Message for OwnerListens
Leonard Klie //
01 Nov 2016
The communications platform helps keep OwnerListens in the conversation
The Next Step
Freaking Out Over Customers Is Not a Lifestyle
Garrison Wynn //
01 Nov 2016
Get real about the false foundation of stress