July 2005

Magazine Features

An Inside Look at Outsourcing

The ink is dry on the contact center outsourcing contract. Now what? We take a look at five factors companies need to evaluate over the course of the agreement to ensure a smooth-running partnership.

What's In a Name?

Tearing through systems to scrub dirty data and gaining a cultural understanding of names across the globe is no easy task.

Breaking Down the Silos

Get back to the roots of CRM with this refresher course on integration.

Lending a Helping Hand

Business outsourcing provider Pearson Government Solutions answers the call of thousands who take employment for granted with those who cannot.

Front Office

CRM 2.0

Once transactional systems are in place many ask the obvious next-step question: What do I do with the information?

Reality Check

Real-Time CRM: A Business Revolution in the Making

Three trends are bringing companies to the next logical step.

Customer Centricity

The Search for Growth Through Innovation

G.E. reevaluates its efficiency-related efforts.

Insight

To Open Source or Not to Open Source

Recent debuts by SugarCRM and Salesforce.com could jump-start an industry space.

Statistically Speaking

You Got Your PRM in My CRM

How are the changes that channel management systems and their providers are experiencing going to play out?

Required Reading: Peppers and Rogers Focus on Customer Value

The Pulse: How do your sales force and support staff interact?

On the Scene: On Demand Is in Demand

An increasing number of companies are seeking these solutions, but vendors have to prove themselves worthy.

On the Scene: From Cost Center To Cash Cow

As contact centers are under mounting pressure to grow revenue for organizations, CSRs are being encouraged to engage in cross- and upsell opportunities.

Secret of My Success

Overton

This supplier of water sports and maritime equipment turned to QAS to deep six dirty data.