January 2003

Magazine Features

Recipe for Success

Start with a dash of one-to-one instruction. Add a pinch of online training. Sprinkle with the facts from a knowledge base. Cook at a moderate level, stirring occasionally, and voila, the right blend of face-to-face training and e-learning technologies makes a deliciously winning combination.

Build or Buy?

Jets or Giants? Coke or Pepsi? The first two are a matter of taste. But how your business acquires the technological core of its CRM strategy cannot be simply about preference. Here's how to make the right choice between implementing a packaged solution and using internal or external IT resources to build one.

Preview 2003--What's in Store for CRM? (PART 1)

CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.

Preview 2003--What's in Store for CRM? (PART 2)

CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.

Front Office

Everything Old Is New Again

Reality Check

Tell 'Em Like It Ain't

The art of artifice in CRM.

REAL ROI

Closing the Gap

Brother International Corp. took action to unify all its U.S. call centers, which have a total of 200 agents in a handful of states, including California, Illinois, New Jersey, and Tennessee.

Closing the Gap

Brother International Corp. is using CRM to build relationships with indirect end-user customers.

Nieman Marcus Uses Natural Language Search to Boost Online Sales

Advice From the Trenches: Maxim Crane

Chris Anderson, Maxim Crane's vice president of finance, tells how using CRM keeps the company's multimillion-dollar equipment on the move.

Outdoor Retailer Cabela's Gets Chatty With Instant Messenger

CRM in Action: IM Means Business

CRM in Action: Boosting Channel Sales

HOT PROJECTS

Secret of My Success

Distress Is in the Mail

Doug Edwards, director of marketing for Google, explains how the search engine operator took control of its burgeoning overflow of email.