December 2000

Magazine Features

A Very Good Year

During the year 2000, profits and potential soar as the CRM industry races to define itself and its future.

Architecting Speed to Market

Web-based product development applications increase speed to market and keep customers, marketers and product developers in sync.

Got Clients?

You say customer, they say client. A California law firm finds relationship management doesn't begin and end with the sales force.

Jamba Juice Raises the Bar

With Incentive System's compensation solution, Jamba hires--and retains--the cream of the crop in a competitive labor market.

Multifaceted Managers

You may have to borrow a few pages from someone else's book to make sure you have the right skills for the new economy.

Planning Ahead for Data Disaster

In the age of e-business, anything that interrupts your data systems can spell disaster--from acts of nature to human interference to mechanical failure. So advance planning is more important than ever.

The Auto Industry Gears Up for CRM

Henry Ford offered his Model T in "any color you want, as long as it's black." Today, the automotive industry is under pressure to take a far different approach to customer satisfaction.

Reality Check

Playing the Name Game

SFA begat CRM, which begat eCRM, which begat XRM...gimme a break.

Who's Hot and Who's Not?

Experts reflect on the year that was and prognosticate about the one to come.

REAL ROI

Get Personal

Unica's Affinium suite gives marketers the tools to have one-to-one interactions with customers.

Learning Curves

KnowDev takes contact center agents out of the classroom and keeps them in the phone queue.

Say What?

Nice Systems gives contact centers the tools to analyze and improve the customer experience.