March 2005

Magazine Features

No-Tech CRM

How to improve customer satisfaction without relying on software, servers, and screen pops.

You've Got Questions, We've Got Answers

We went into the market to talk with CRM users about their main challenges, and then went back to industry experts for solutions. Here's what we found.

CRM Where You Least Expect It

Customer relationship management fits all shapes and sizes. The following case studies present the details of four organizations' CRM approaches.

Congratulations, You Are at Par: The New Four Ps

Excerpt from Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! By Lior Arussy (printed with permission from the publisher John Wiley & Sons)

Front Office

What Is CRM?

It's still about the people and the processes that drive the technology.

Reality Check

Let's Keep to the High Road

Learn from others' mistakes and stay focused on what's important.

Customer Centricity

Be a Bag

Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy.

Insight

The Pulse: Is your organization currently using or planning to use VoIP in your contact center?

What Price Loyalty?

Giveaways can buy transactions, but not necessarily commitment.

Is 2005 the Year for Wireless CRM?

Wireless network providers are consolidating at a brisk pace.

Who's Responsible for the Customer Experience?

Many companies remain indecisive about consolidating all service channels under a single umbrella of authority.

Oracle's Oyster

The PeopleSoft acquisition alters the software giant's competitive landscape.

The End of Independence?

Best-of-breed applications are feeling more pressure from full-suite solutions.

Heard & Overheard

Statistically Speaking

Required Reading: The Rich Are Different

They demand a different set of criteria to sell to than the general public.

Hot Seat: Will VoIP Reinvent the Contact Center? Why or Why Not?

"The extent of the changes will run the gamut."

Secret of My Success

CRM Helps With the Heavy Lifting for Movex

The self-service mover has improved its efficiency, profits, and customer satisfaction.