November 2002

Magazine Features

The Customer is (Sometimes) King

Is corporate America really giving customers the royal treatment, or is that just a fairy tale told by those who rule the CRM kingdom?

A Day in the Life of a Call Center

The New York City Department of Housing Preservation and Development's contact center is turning heads--including Mayor Bloomberg's.

Happy Employees Equal Happy Customers

Companies can no longer afford to keep workforce management and CRM in separate silos.

Four CRM Strategies for Adapting to the Changing Economy

IT leaders' top priorities are to grow customer loyalty and to increase profitability, says a CRM magazine/A.T. Kearney survey. Here's how to achieve those goals in uncertain times.

Front Office

Sold on CRM

Reality Check

Getting to 'Duh!'

CRM best practices have been hiding in plain view.

REAL ROI

A Fistful of Dollars

How Palm increased revenues 20 percent

Hiking up Sales

Analytics helps BackcountryStore.com boost its bottom line

12 Steps to CRM Success in Latin America

How Latin business ecosystems affect CRM strategy