CRM magazine is a business solution publication responsible for moving the enterprise toward a customer-focused approach.

Written for senior business and IT management, CRM magazine's goal is to foster and promote an understanding of Customer Relationship Management (CRM) and the associated business and technological strategies. CRM magazine aims to assist senior managers to identify how to maintain and gain profitable customers, generate loyalty and reduce business costs.

 "Service with a smile" is a longtime goal for how companies should deal with their customers. With the fifth annual CRM magazine Service Awards, we pay special attention to the vendors delivering that level of service, enabling their clients to do the same.

The following pages reflect the very best that the service-and-support industry has to offer -- from point-solution providers to integrated-suite developers, self-service to full service. We profile four Rising Stars and spotlight four Elite implementations -- but, most important, we reveal the results of our comprehensive survey of seven industry categories. Please join us in congratulating all the leaders, winners, and honorees.  --The Editors of CRM magazine

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Publisher: Information Today, Inc.

Read the Digital Issue: CRM Magazine, October 2009

COVER STORY
24 The Cure for the Common Virus Given the powerful effects of some viral-marketing efforts, even those previously immune are seeing possibilities of epidemic proportions. BY JESSICA TSAI

FEATURES
30 Mistaken Metrics They say you can’t manage what you can’t measure. But what if you’re using the wrong ruler? BY LAUREN McKAY

36 The Evolution of E-Learning As contact centers adapt to the needs of a recession—and an increasing number of Generation Y staffers—the systems designed to train agents have to adapt as well. BY CHRISTOPHER MUSICO

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INSIGHTS
17 Who Do You Trust About Trust?
What to do with conflicting research from reputable sources.
18 Required Reading: In Us We Trust
Chris Brogan, co-author of Trust Agents—and recently named one of CRM magazine’s 2009 Influential Leaders— explains the nature of trust.
20 CRM on Twitter
The 2009 CRM Evolution conference in New York sparked some chatter.
21 That’s Not Fair!
The Treating Customers Fairly initiative focuses on the consumer.
22 MARKET FOCUS: SPORTS & ENTERTAINMENT
First Star I Tweet Tonight Even a diehard fan wants to know the person behind it all.
23 Required Reading: Measuring Your Marketing
David Raab, author of The Marketing Performance Measurement Toolkit, has a suggestion for marketers hoping to identify what “success” means to them—and to their organizations.

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