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CRM Magazine: January 2014
Magazine Features
Gamification Comes to the Contact Center
Game techniques keep agents happy, engaged, and better equipped to handle interactions.
Marketing in the Wake of a Disaster
Lessons learned from Superstorm Sandy.
Risk-Proof Your CRM System
Focus on the people and the process, not the technology.
 
Front Office
Is Marketing After a Disaster Exploitative?
 
Reality Check
Data Drives Metrics
Gain a clear understanding of the state of your sales pipeline
 
The Tipping Point
Putting Customers Before Politics
COOs struggle to navigate a siloed structure.
 
Scouting Report
A TCPA Warning for Outbound Dialers
Companies that don't keep up with the latest regulations will pay the price.
 
Pint of View
Bidding Social CRM a Fond Farewell
A transformative term is being retired. What does it mean to us?
 
Customer Experience
Integrating Social Media Is a Strategy for Success
Expand your insights with a hub and spoke model.
 
Small Biz Buzz
Why Customer Experience Is the True King
Content and context play essential supporting roles.
 
Insight
The 8 Traits of Customer-Relevant Companies
Ovum research finds very few customer-adaptive enterprises exist today.
Social Media Leads Content Marketing
Quickly digested forms of content distribution win out over in-depth methods.
DMA13: Marketers Must Carefully Consider Big Data Strategies
Speakers suggest using unstructured data to keep customers' trust and to listen to their needs.
Is There Life After Death for Loyalty Points?
Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.
The Key to Delivering Amazing Customer Service
Shep Hyken outlines Ace Hardware's secrets to going beyond 'satisfactory.'
 
REAL ROI
MaintenanceNet Automates Warranty Sales for Schneider Electric
Emailed quotes take the burden off resellers to renew service contracts.
Speech Analytics Is the Right Fit for Nautilus
The home fitness brand increases call center efficiency with CallMiner Eureka.
Pizza Hut Slices Customer Base with Segmentation
Capillary Technologies delivers results through consumer behavior intelligence and targeted time-focused campaigns.
 

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