• Inside CRM, Tuesday, December 16, 2008 12:18 PM

Build a funnel to attract and feed new customers. Add social media to the mix. And, use freebie tools freely. These words of advice come from Pam Baker's look at customer relationship tools.

Baker provides examples of other uses for CRM, pointing to Drugstore.com's recent repurposing of its RightNow chat feature that serves as an educational tool for subsidiary Beauty.com. The online destination recreated the brick-and-mortar beauty counter experience, where cosmetics experts address problems and recommend products to solve them, she writes. Customers also get a free gift with purchase.

Read the whole story at Inside CRM »