April 2003

Magazine Features

Martin Schneider // 01 Apr 2003

Vendors have begun to put in place structured ROI calculation tools to quantify value from the outset.

Lisa Picarille // 01 Apr 2003

One of the best ways for a company to increase customer satisfaction is to make sure there is a thorough understanding throughout the organization of what customers really want, then use that information to follow up with actions, solutions, and resolutions.

Delivering on its Promise

David Myron // 01 Apr 2003

CRM is turning call centers into profit centers.

The 10 Best Things to Do With Your Data

Jason Compton // 01 Apr 2003

Follow these 10 steps and you'll have information that really means something, rather than just have a lot of data that confuses more than it informs.

Front Office

Making CRM Pay Off

Ginger Conlon // 01 Apr 2003

Reality Check

Mobile Workers Are Integral to CRM Success

Paul Greenberg // 01 Apr 2003

If you have a vested interest in having customers, then field service is not only relevant to you, but is also a crucial part in the successful CRM mechanism.

Insight

Are CRM Consultants Objective?

Erika Rasmusson // 01 Apr 2003

In the current market of integrators owning shares in vendors, companies need to be aware of the basis for some recommendations.

News in Brief

Martin Schneider // 01 Apr 2003

Vertical Focus: Healthcare

Martin Schneider // 01 Apr 2003

Required Reading

Ginger Conlon // 01 Apr 2003

Hot Seat: Julie Choi

01 Apr 2003

Avoiding the crush of Microsoft CRM

Market Watch: 2003 Is ''The Year of Analytics''

David Myron // 01 Apr 2003

CRM Defined: Soft ROI

01 Apr 2003

REAL ROI

Creating a Uniform Sales Culture

Jason Compton // 01 Apr 2003

How Allied streamlined 30 varied sales strategies into one.

CRM in Action: Increasing Partner Loyalty

Lisa Picarille // 01 Apr 2003

Advice From the Trenches: Better Service Equals Increased Revenues

Karen Bannan // 01 Apr 2003

Sara Lee used VisionWare's Tele-Scope to improve service, because it addressed all the baked-goods company's needs--it tracks and routes calls, triggers automatic paging, and provides a centralized database that can be sliced and diced into call categories.

Closing the Quality Gap

Ellen Ullman // 01 Apr 2003

Closing the Quality Gap

Ellen Ullman // 01 Apr 2003

CRM in Action: Boosting Satisfaction Survey Responses

Jason Compton // 01 Apr 2003

CRM by Any Other Name

Eric Krell // 01 Apr 2003

HOT PROJECTS: Retail Banking

Ellen Ullman // 01 Apr 2003

CRM in Action: Providing Cost-Effective Global Support

Martin Schneider // 01 Apr 2003