December 2004

Magazine Features

It's Not Business As Usual

As the CRM industry reinvents itself, 2005 promises both new opportunities and new challenges.

10 Technologies That Are Reinventing the CRM Industry

Many of today's most effective CRM processes and strategies are so successful because of the underlying technologies that enable and support them. In our dynamic, evolving industry new technologies continue to allow us to interact with customers in ways we never imagined. This is not to say that technology is the end-all in CRM--we still need engaged people, relevant processes, and quality data. But when properly implemented, technology can take that powerful threesome even farther. Consider the already heady impact and potential of the following 10 technologies...

Taking Charge

Let us introduce you to the dynamic new top executives in the CRM industry.

Front Office

The Changing Face of CRM

Customer commitment has always been and will continue to be the ultimate goal of CRM.

Reality Check

Who's Who in the How of Sales

Vendors are stepping up to deliver tools that help reps sell.

Customer Centricity

Create Win-Win Outsourcing

How contact centers can have the benefits of both off- and onshore sites.

Insight

How to Succeed With Customers

Thirty years of TQM, customer service initiatives, and CRM, and customer satisfaction levels are still mediocre.

ACT! 2005 Users Report Troubled Transition

Best Software believes the situations are isolated and under control.

Integration Aids Channel Management

Creating true ties with partners helps to optimize sales results.

Statistically Speaking

Twenty-one percent of North American companies and 33 percent of European companies are planning new CRM investments by the end of December 2004. --Forrester Research and Forrester Business Technographics

Required Reading: The Evolution of the CRM Value Proposition

You have to figure out how much value an individual is going to provide you over time.

The Pulse: What was the most critical factor in your choice of CRM vendor?

Hot Seat: What CRM trend will have the biggest impact in 2005?

RFID: Ready for Industry Deployment?

The product-tagging system must be used as more than supercharged bar codes.

Heard and Overheard

Secret of My Success

Mail Order Expert C&H Clubs' CRM Delivers

Company President Kris Calef talks about variety, value, and growth.