October 2000

Magazine Features

New Measures of CRM Performance

Not all CRM investments show up directly on the bottom line. Intangibles like loyalty and satisfaction are hard to measure, but important to value.

CRM Goes Mobile

With new technology, businesses are finding they can make their critical business applications available to their mobile workers while they are still with the customer.

Online Self-Help Evolves

No longer limited to FAQs and figures, self-service help sites build customer satisfaction and save you money.

Team Selling Leverages Partnerships

Coordinate selling efforts with your strategic partners to serve your customers better, and you'll both profit.

The Insurance Industry: A New Customer Policy

Hampered by regulation and a reputation for poor service, the insurance industry takes back ownership of its customer channels through new CRM initiatives.

Top 10 Marketing Automation Tips

Its potential is huge, but marketing automation also creates new organizational challenges. Here are some strategies for ensuring your project's success.

Reality Check

Passing of the Guard

As CRM struggles to become a real, grown-up corporate discipline, a new breed of specialists replaces the pioneers.

So, How Are We Doing?

Evaluate the effectiveness of your CRM implementation with North Highland's assessment methodology, SCORE.

REAL ROI

Spread the News

Send marketing information where it's needed- -promptly and efficiently.

The Next Chapter

Vignette's V/Series opens a new book on building the e-business.

Total Integration

TotalView and TotalNet create cohesive call center management.