April 2004

Magazine Features

The Art of War

Midmarket companies are now spoiled for choice.

Breaking From Tradition

Perhaps the greatest impact on midmarket systems integrators has been the competition with vendors--SI firms are now battling with vendors over contracts.

Midsize Companies, Mammoth Results

We embarked on a mission to find outstanding examples of recent CRM results in the midmarket.

BPO: When Quality Counts

Today many companies are finding it more efficient to outsource all or part of their data management or data-integrity processes to customer data integration firms.

Front Office

Midmarket Mavericks

The benefits are the result of a heated battle among CRM vendors, all eager to win their share of the huge, underserved midmarket.

Reality Check

What Will Wake You Up at 3:00 A.M.?

Successfully managing CRM initiatives is a difficult job, and it may actually be getting harder.

Customer Centricity

Service Secrets From the Neighborhood

Service counts--more than ever.

Insight

ROI on the Rise?

Have CRM vendors identified what was so wrong with their systems, or have companies wised up and started to analyze business processes and establish metrics at the onset of their CRM initiatives? The answers fall somewhere in between.

Required Reading

How companies can effectively use their resources to serve their community; a framework for launching a brand internationally; and a look at Tesco lead this month's CRM book list.

News in Brief

CHART: Not Quite in the Know

Are you currently satisfied with the results of your KM initiative?

The Pulse

What is your number one CRM implementation hurdle?

CHART: Simplifying CRM

NetSuite/CRM Magazine Web seminar participant survey

Market Watch: Mobile Sales Is on the Move

Mobile sales solutions are a hot spot among CRM projects.

Heard and Overheard

BPO Editor's Note: Open Your Eyes to the Possibilities

With the high cost of dirty data becoming increasingly apparent, companies are turning to outsourced data specialists.

BPO News & Insight: Clean and Compliant

Acxiom and ADP's service enhances ADP's DataFresh product by making use of three data integration and data hygiene offerings from Acxiom: AbiliTec, Acxiom BestAddress, and Acxiom ChangePlus.

BPO News & Insight: Email Tuesdays

The report finds that most emails are opened on Wednesday and that unsubscribe rates are declining.

BPO News and Insight: News Roundup

infoUSA and its division BusinessCreditUSA announced that they are offering customers unlimited access to business credit reports, and more.

Secret of My Success

How New York's Metropolitan Transportation Authority Keep Customer Communications Moving

New York's MTA needed a straightforward, customer-friendly system to to communicate with customers.