October 2003

Magazine Features

How Satisfied are You With CRM?

More than 330 executives spanning myriad industries and company sizes voiced their opinions on how satisfied their are with their initial implementation and with CRM overall.

Top Execs + CRM = Success

CRM is about changing the mindset of your employees to focus on customers. Companies can only do this if customer-centricity begins and is embraced at the C level.

How to Overcome the Call Center Conundrum

Time management, customer knowledge, Web self-help, knowledge management, and embracing opt-in automation are the keys to improving efficiency.

Stand By Me

Feature: Long after an implementation is complete a CRM project may still need adjustments and customization that can be beyond the grasp of an in-house IT team.

Front Office

The Great Service Debate

Used properly, self-service applications can enhance the buyer-seller relationship.

Reality Check

Collaborate, Don't Dominate

Turf protection, the roar of power struggles, and self-preservation don't create collaborative cultures.

Insight

Marketing Automation Under Attack

Some analysts say the success of the Do-Not-Call registry will likely spawn additional Do-Not-Contact legislation.

Celebrate Customer Service Week

National Customer Service Week '03: The International Customer Service Association (ICSA) started commemorating the event in 1988.

Helping Customers Solve Problems

What systems do you currently have in place? Which areas would you like to improve?

News in Brief

Heard and Overheard

Market Watch: Analytics

The trick for vendors is to make analytics more a part of the everyday workings of a CRM solution.

Required Reading

Vertical Focus: Professional Services

CRM Defined: Click-Stream Analysis

REAL ROI

Connecting With Indirect Customers

Toshiba decided to put its product registration and warranty forms online using DataLode's RealConnect Marketing solution.

Faster Service, Same Staff Size

Pertinent information like name, address, and type of arthritis is used to create a Web form; this, plus the information gathered from the automated telephone system, is saved into one central database for a holistic view of an individual.

HOT PROJECTS: Retail

Kawasaki Drives Customers, Dealers to Web

Click Commerce was the only vendor that didn't think Kawasaki's needs were identical to those of the automotive industry.

Secret of My Success

Vendors Can Make a Difference

The InterAction product has provided business value on many levels, but the most important has been by allowing us to get a handle on our internal processes.