February 2005

Magazine Features

Listening, With Interest

ING is growing satisfaction--and revenue--by asking customers and partners what they want, and then giving it to them.

It's Showtime!

Entertainment companies are putting the spotlight on targeted customer strategies to improve service, build loyalty, and grow wallet share.

6 Ways to Maximize Contact Center Profitability

What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.

Front Office

When CRM Leaves You Flat

Customers know when they are being managed, and the feeling is not a pleasant one.

Reality Check

Is Social Networking an Overhyped Fad or a Useful Tool?

When put to the test, this sales and marketing application delivers.

Customer Centricity

It's Not Your Father's e-Learning

The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.

Insight

Is Blogging Viable in the Contact Center?

Those in support of blogging point to the support it has received from many customer service companies.

Enterprise CRM: Change Is Inevitable

Vendors, strategies, and focus are all certain to evolve in 2005.

CHART: What is the most important initiative for your customer service Organization in 2005?

Marketing Automation Hits the Mark

Marketers are seeing solid ROI from new technologies.

Real-Time Analytics: Excellent Insight, or Speedier Mistakes?

Think beyond the upsell when evaluating next generation analytics strategies.

Heard and Overheard

Required Reading: Tracking the Evolution of CRM

The Pulse: Are you currently using or planning to use...

Secret of My Success

Novell's New Analytics Engine Enhances Its Service

Project Genesis launches network integrator Novell from silos of information into the integrated customer service space.