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Alexandra DeFelice


Articles By Alexandra DeFelice
"[I]f all the folks are in the same audience, you can turn off some people."
Posted 01 Apr 2006 [April 2006 Issue]
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Posted 01 Apr 2006 [April 2006 Issue]
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
Posted 01 Apr 2006 [April 2006 Issue]
What can customers gain from the software giant's hosted offering?
Posted 01 Apr 2006 [April 2006 Issue]
Creativity and quirkiness are influencing alternative marketing strategies.
Posted 01 Mar 2006 [March 2006 Issue]
Track after-the-sale customer issues, because 'It's not just about products.'
Posted 01 Mar 2006 [March 2006 Issue]
A Christian bookstore uses marketing campaign management to improve customer relationships.
Posted 01 Mar 2006 [March 2006 Issue]
IBM releases portfolios to help companies shift to new management approaches, because leveraging info as an asset helps build ROI.
Posted 17 Feb 2006
Companies need to focus less on transactions and products and more on measuring and building long-term relationships.
Posted 14 Feb 2006
The move allows the company to compete with RightNow Technologies, and may underscore Talisma's continued leadership in the Web self-service space.
Posted 07 Feb 2006
Bazaarvoice is intended to help businesses boost word-of-mouth strategies by managing and analyzing customer product reviews.
Posted 06 Feb 2006
An Indian bank maximizes its marketing success.
Posted 01 Feb 2006 [February 2006 Issue]
Large-scale events like natural disasters affect the way people buy. Here, a primer on how to respond to customer concerns in tight times.
Posted 01 Feb 2006 [February 2006 Issue]
Asking customers what kind of marketing materials they want helps build relationships and response rates.
Posted 01 Feb 2006 [February 2006 Issue]
Understanding how individuals view Web sites can prevent them from going to competitors when transactions fail.
Posted 01 Feb 2006 [February 2006 Issue]
Customers must wait--now that the deal is complete--for their applications to continue fusing.
Posted 31 Jan 2006
iUpload's content management platform speedily integrates customer information; analysts see the need for blogs to be 'tightly tied' to CRM for marketing success.
Posted 30 Jan 2006
Focus on individualized targeting and ramping up multichannel advertising efforts will be important initiatives for 2006 and beyond.
Posted 24 Jan 2006
Cunard Line customers demand a full refund after the liner hits a sea wall and the ship's operator makes itinerary alterations; analysts caution against trying to please everyone.
Posted 23 Jan 2006
Panelists at the Future of Information Summit 2006 discuss segmented marketing, customer influence, and 'the desire to be entertained.'
Posted 20 Jan 2006
Clementine 10 enables companies to incorporate Web surveys and site behavior into predictive models and to export information into Excel spreadsheets.
Posted 16 Jan 2006
These solutions help speed sales cycles, enhance communication, and easily integrate with current systems.
Posted 10 Jan 2006
Privacy policies within high-tech industry companies are improving, but some functions, including email responsiveness and data sharing, continue to lag.
Posted 09 Jan 2006
Deploying MFS solutions can bring increased productivity, customer satisfaction, and revenues.
Posted 03 Jan 2006
"The customer understands we're looking for innovative ways to make processes easier...."
Posted 01 Jan 2006 [January 2006 Issue]
A credit union uses service as a competitive advantage over price.
Posted 01 Jan 2006 [January 2006 Issue]
Blogging allows marketers to start conversations with prospects and customers through a powerful new avenue of communication.
Posted 01 Jan 2006 [January 2006 Issue]
A new service gives companies the ability to see which channels are working best and how well Internet advertising fares.
Posted 20 Dec 2005
The new year will see more multichannel integration, more drop-ship solutions, and a wider focus on security issues as merchants mature.
Posted 19 Dec 2005
What the company must do to keep customers interested in migration--the IBM iSeries system is the main attraction.
Posted 14 Dec 2005
A full-production environment that's part of Salesforce.com's Winter '06 release, Sandbox gives companies the chance to build and test applications prior to deployment.
Posted 12 Dec 2005
OpSource's new program lets smaller companies test the hosting waters at no cost for six months and with no additional support staff.
Posted 06 Dec 2005
Southwest's desktop program DING! is indicative of the next phase of direct, permission-based marketing to consumers looking for flight deals.
Posted 05 Dec 2005
Teradata focuses on financial management through an acquisition; DataFlux launches a blog on data quality; LAS helps companies inspect names; and more.
Posted 02 Dec 2005
"We were really surprised the way such an amount of money [was] saved by implementing a data mining tool."
Posted 01 Dec 2005 [December 2005 Issue]
Optimizing an online booking channel helped to boost hotel reservations.
Posted 01 Dec 2005 [December 2005 Issue]
Healthcare organizations are striving to improve customer relationships in three critical ways.
Posted 01 Dec 2005 [December 2005 Issue]
End-users are looking for answers as they wait for the planned acquisition to close.
Posted 01 Dec 2005 [December 2005 Issue]
Asia-Pacific airlines outdo their NA counterparts in customer service, but these carriers must manage their sites better to grow.
Posted 22 Nov 2005
Companies must have the 'insight, vision, and audacity' to gauge workers' feelings, a loyalty report researcher says, to help avoid eroding customer relationships and churn.
Posted 21 Nov 2005
Salesforce reports a record third quarter; RightNow offers Siebel users an alternative; and more.
Posted 18 Nov 2005
Firstlogic and Pitney Bowes have verbally agreed not to extend their merger agreement; PB will continue to own 10 percent of Firstlogic.
Posted 15 Nov 2005
The evaluation emphasizes the importance of flexibility in both simple and complex licensing models as business needs change.
Posted 14 Nov 2005
A breakout session on lead generation at WebSideStory's user conference outlines the benefits of tweaking page variables.
Posted 10 Nov 2005
Omniture's new tools provide a single user interface for better bid management, Excel integration, and click fraud alerts.
Posted 08 Nov 2005
Earnings roundup: Onyx continues its return to growth; the outgoing Nortel CEO expresses confidence in the company's future; SPSS reports record revenue; and more.
Posted 04 Nov 2005
A tech-focused private equity firm gives the midmarket CRM company access to deeper pockets, which one analyst says could portend an aggressive growth strategy.
Posted 04 Nov 2005
Eloqua's Marketing Conversion suite gives both divisions insight into what the other is doing.
Posted 01 Nov 2005 [November 2005 Issue]
Test to understand what compels customers to convert.
Posted 01 Nov 2005 [November 2005 Issue]
Purisma's CIM launch is the next evolution of BI, according to analysts, helping to manage relationship hierarchies within an organization.
Posted 01 Nov 2005
Where are financial services providers in the CRM maturation process?
Posted 01 Nov 2005 [November 2005 Issue]
Financial services firms have retargeted their investments in customer-facing processes and are reaping the rewards.
Posted 01 Nov 2005 [November 2005 Issue]
BetterManagement Live hosts a panel that looks at shopper segmentation and predicting consumer needs as drivers of future loyalty gains.
Posted 28 Oct 2005
Earnings Roundup: Siebel CEO praises progress; Amdocs hits milestones; Open Solutions looks to global expansion; and more.
Posted 28 Oct 2005
SAS's assessment service offering, the Information Evolution Model, identifies five levels of information evolution to help companies gain competitive advantage.
Posted 27 Oct 2005
How financial services organizations can move up to the next level of CRM; banks still have a lot to learn, particularly when it comes to channel integration strategies.
Posted 26 Oct 2005
Successful companies will engage online customers in discussion about what they want from their products and services.
Posted 21 Oct 2005
Keynotes detail the importance of relevancy, responsibility, and results--all ways for direct marketers to win customer confidence and build trust.
Posted 18 Oct 2005
System 9 provides users with a simple BI interface; the company's R&D on the new product and BI platform lasted three years.
Posted 11 Oct 2005
Clarity of online business practices and simple privacy policies that potential buyers trust can gain repeat online visitors.
Posted 10 Oct 2005
Siebel reports preliminary third quarter results; NetSuite provides a new commission tool; Conway joins Salesforce.com's board of directors; and more.
Posted 07 Oct 2005
The space is a 'growth machine' for the company, a Siebel rep says; one analyst cautions that the company has to maintain its impetus.
Posted 04 Oct 2005
Firms can cost-effectively check the backgrounds of companies and their guarantors with a customizable, reasonably priced tool.
Posted 03 Oct 2005
"You don't want to wait until next year to see what you should be changing."
Posted 01 Oct 2005 [October 2005 Issue]
Influential leaders are those who pave the way for others to follow. They are often the first to market with a strong CRM product or strategy, are often the best at delivering a product or strategy, or have such industry clout that their actions reverberate widely in the market.
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
It is impressive when CRM vendors promise business performance improvements never before possible, but it is more impressive when their products actually deliver on those promises. The CRM Elite awards showcase six companies that have achieved significant returns on their technology investments that have either met or surpassed their expectations.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
The CRM industry over the course of the year grappled with well-publicized mergers and acquisitions, executive turnover, and product line restructuring. Still, the industry's impact--especially in the small and medium business markets--is growing more pervasive across industries and within organizations. With an eye on ROI, companies are benefiting from lower startup costs, shorter implementation times, ease of use, and more robust analytics, from both the on-demand (hosted) delivery model and on-premise solutions. Spearheading these developments are the 2005 CRM Market Leaders--read on to see how they are driving the market and how they stack up against the competition.
Posted 01 Oct 2005 [October 2005 Issue]
Nortel realigns its organization; TuVox dives deeper into speech analytics; SER Solutions unveils a new outbound call management tool; and more.
Posted 30 Sep 2005
New tools help to unite unstructured data with what already is known to glean more complete views of customers.
Posted 28 Sep 2005
Marketers can improve sales close rates by focusing on search engine optimization and providing white papers and analyst research online.
Posted 26 Sep 2005
Financial institutions must respect customer data, use the Web, and respond to email to help ensure growth.
Posted 22 Sep 2005
The Global Client gathering this week revealed how customers will benefit from SOA and the pending Epiphany integration.
Posted 21 Sep 2005
The new release lets all departments access data from a single SOA-based platform and lets users send single-version reports, despite geography.
Posted 15 Sep 2005
Advances in technology may be not be so advanced, as they hinder the old service-with-a-smile treatment that many Americans want.
Posted 13 Sep 2005
The release integrates with Lotus Notes and provides hosted contact center enhancements.
Posted 12 Sep 2005
Harte-Hanks launches new vertically focused service centers; NetSuite opens a new office in Singapore; Experian introduces a consumer classification product for France; and more.
Posted 09 Sep 2005
Companies recognize the importance of metrics, but continue to fear their perceived complexity; lack of vendor awareness is also a factor.
Posted 06 Sep 2005
Verint Systems acquires Opus Group for $12 million; 3Com teams with Nuasis to deliver contact center tools; and more.
Posted 02 Sep 2005
Version 3.0 focuses on the SMB market with hosting options, Outlook integration, and marketing automation tools.
Posted 01 Sep 2005 [September 2005 Issue]
BranchIT helps a global firm leverage its relationships to better serve clients.
Posted 01 Sep 2005 [September 2005 Issue]
Telus rings in more work with 25 percent fewer people by monitoring individual performance.
Posted 01 Sep 2005 [September 2005 Issue]
Technology is rarely to blame for project failure, according to a new report; here, a list of five pitfalls companies can avoid.
Posted 31 Aug 2005
Successful companies will build a strategy with clear policies supported by management.
Posted 29 Aug 2005
Business Objects finishes its SRC Software acquisition; FrontRange Solutions reports positive revenue results; and more.
Posted 26 Aug 2005
Manufacturers and retailers should stop focusing on low-cost solutions and look at long-term benefits like partner collaboration.
Posted 23 Aug 2005
Budget are on the rise; senior management and marketers agree on six initiatives as companies reset goals.
Posted 22 Aug 2005
Salesforce.com shows record fiscal results; ClientLogic strengthens its Latin American presence; Baseline Consulting hires a new senior manager; and more.
Posted 19 Aug 2005
UniPress Software introduces FootPrints 7.0; TuVox reveals new speech applications; a new general manager will oversee Omniture's European headquarters; and more.
Posted 16 Aug 2005
Telecom and travel lead the way when it comes to increasing sales conversion in the call center and on the Web.
Posted 15 Aug 2005
Kintera helps nonprofits manage relationships with a new suite; the FBI signs a deal with MicroStrategy; Tesco Diets focuses on targeted email campaigns; and more.
Posted 12 Aug 2005
Marketers that are in search of creative new mediums will find targeted, loyal readers online.
Posted 09 Aug 2005
Salesnet provides updated private labeling tools and adds 50 new features to its CRM tool.
Posted 08 Aug 2005
NetSuite launches a customization toolkit for NetFlex; Knova's financials look positive following its merger; Voxify appoints a new vice president of sales; and more.
Posted 05 Aug 2005
Companies recognize the need for improvement, but continue to blame problems on IT departments.
Posted 03 Aug 2005
WebSideStory's new offering lets marketers measure the ROI on keyword searches.
Posted 01 Aug 2005
A financial services company estimates an 850 percent ROI from implementing Teradata's data warehouse and CRM solutions.
Posted 01 Aug 2005 [August 2005 Issue]
Winning customer trust is key to gaining access to personal information.
Posted 01 Aug 2005 [August 2005 Issue]
Utilities are finding ways to improve service through automated technology. The result is increased ROI in the field, at the call center, and across the business.
Posted 01 Aug 2005 [August 2005 Issue]
DR-CAFTA passes; FrontRange upgrades its contact center solution; SAP adds a new exec to head the financial services industry; and more.
Posted 29 Jul 2005
Customers are switching service providers in large part because of poor service; technology investments are not reducing the churn.
Posted 26 Jul 2005
Overall customer service scores are increasing at hotels, airlines, and car rental companies, but email responsiveness needs more work.
Posted 25 Jul 2005 [July 2005 Issue]
SmartCompany enhances its offerings; Onyx launches a global alliance program; Keynote Systems hires a new executive to head EMEA; and more.
Posted 22 Jul 2005
An industry study shows marketers also lack confidence in understanding the sales impact of a marketing campaign.
Posted 21 Jul 2005
Leading vendors SAP, Oracle, and Amdocs also are focusing more on integration and verticals.
Posted 19 Jul 2005
FrontRange announces positive first quarter results; Entellium enhances its flagship product; Business Objects names a new CIO; and more.
Posted 15 Jul 2005
Frost & Sullivan presents a what's-hot discussion; financial services, retail, and telecommunications are active cross-selling areas now.
Posted 12 Jul 2005
Definitions of end point security vary among managers; instant messaging poses a growing threat to sensitive info.
Posted 11 Jul 2005
DoubleClick unveils DART Enterprise 6.0; Contact Networks announces its enterprise relationship search application; OfficeMax selects e-Dialog as its marketing partner; and more.
Posted 08 Jul 2005
This version will round out the CRM suite to include marketing tools and will have a pricing structure for a hosted option.
Posted 05 Jul 2005
An industry expert offers marketers tips on keeping mistakes to a minimum when analyzing customer information.
Posted 04 Jul 2005
A wedding photography business responds to anxious brides-to-be in minutes, not days.
Posted 01 Jul 2005 [July 2005 Issue]
An increasing number of companies are seeking these solutions, but vendors have to prove themselves worthy.
Posted 01 Jul 2005 [July 2005 Issue]
The DMA names its marketer of the year; Siebel unveils a fraud prevention tool; Acxiom helps banks target credit card applicants; and more.
Posted 01 Jul 2005
Tearing through systems to scrub dirty data and gaining a cultural understanding of names across the globe is no easy task.
Posted 01 Jul 2005 [July 2005 Issue]
The U.S. postmaster general speaks about how traditional marketing can enhance the Web and other, more advanced ad mediums.
Posted 30 Jun 2005
Bush's former commerce secretary opines on marketing and suggests that some privacy legislation will be refined over time.
Posted 28 Jun 2005
Avaya and XO Communications offer a new product suite; SAP acquires an enterprise manufacturing supplier; Knova names a new CFO; and more.
Posted 24 Jun 2005
On-demand offerings may be the answer for cost-averse small businesses.
Posted 21 Jun 2005
A relaunched product line provides detailed profiles and company insights on 13 million small businesses.
Posted 20 Jun 2005
Frost & Sullivan announce APT award winners; TechTarget aims to increase sales with new application; and more.
Posted 17 Jun 2005
Avaya's new, enhanced call center products use SIP capabilities and instant messaging to immediately help agents help themselves.
Posted 14 Jun 2005
A new tool provides a way for lenders and brokers to teach consumers how to reach their magic credit scores.
Posted 13 Jun 2005
Search engine marketing helps direct consumers to the right place--your business.
Posted 13 Jun 2005
Coremetrics' June release claims to deliver more accurate Web analytics, and adds a first party-cookie solution and a visualization tool.
Posted 07 Jun 2005
First-quarter gains were below expectations, but outpaced growth in the rest of the economy.
Posted 01 Jun 2005
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
Posted 01 Jun 2005 [June 2005 Issue]
A recent marketing conference reveals the need to reach multiple acculturation levels instead of targeting one large group.
Posted 01 Jun 2005 [June 2005 Issue]
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
Posted 01 Jun 2005 [June 2005 Issue]
Nordstrom is the gold standard for customer service excellence -- and, amazingly, word of mouth is its primary marketing tool.
Posted 01 Jun 2005 [June 2005 Issue]
Unisys and SupplyScape form a pilot program that will electronically track pain medications across the supply chain to ensure authenticity.
Posted 31 May 2005
SPSS provides tools to reduce insurance fraud; Talisma launches its latest marketing solution; NetSuite goes north of the border; and more.
Posted 30 May 2005
The report maintains that wireless providers struggle to keep customers.
Posted 25 May 2005
The cookie-management tool addresses accuracy concerns, helps employees share queries, and provides Web-based training.
Posted 23 May 2005
SAPPHIRE '05 International: The software giant, HP, and Intel combine efforts to produce an appliance that allows more employees to tap into analytic
Posted 20 May 2005
SAPPHIRE '05: SAP touts its NetWeaver platform/partnership concept as the next evolution in CRM, blending innovation with best-of-breed capabilities.
Posted 19 May 2005
A forum for online advertising warns about being invasive when targeting based on consumer habits.
Posted 13 May 2005
Talisma releases a tool for contact centers to generate and measure revenue; an ice-cream company serves fresh NetSuite; Kintera finds a CFO; and more.
Posted 12 May 2005
Enhancing homepages will continue to be a trend through 2009, representing some new opportunities for technology vendors.
Posted 10 May 2005
Oracle plans to acquire PeopleSoft development centers; Kintera hires three senior high-tech leaders; and more.
Posted 05 May 2005
Secrets of competitive success are revealed at High-Tech CRM Summit 2005.
Posted 03 May 2005
Web analytics, integrated order management, and partner portals partly comprise NetSuite's new CRM+ offering.
Posted 02 May 2005
IBM and Cisco announce new tools for contact centers; Witness reports quarterly results; Cingular deploys MicroStrategy; and more.
Posted 28 Apr 2005
Understand, predict, act--predictive analytics helps companies realize how to see customers' value both now and in the long term.
Posted 26 Apr 2005
The company's strategic plans remain unclear, according to an industry analyst, possibly benefiting competitors like Unica and Aprimo.
Posted 25 Apr 2005
Nextel uses SAS for its marketing strategy; Siebel announces customer self-service and e-billing tools; and more.
Posted 21 Apr 2005
Vendors must educate companies about cost-savings regarding software as a service and open source technologies.
Posted 19 Apr 2005
Shaheen announces Siebel 7.8 and a new company vision at its customer conference in Barcelona.
Posted 18 Apr 2005
Priceline.com reintroduces itself as a one-stop travel service; StayinFront announces data quality services; a former Ask Jeeves COO joins InfoSearch Media; and more.
Posted 14 Apr 2005
George Shaheen, the new CEO, acknowledges the importance of product suites remaining fresh, as analysts question the company's management structure.
Posted 13 Apr 2005
The deal will allow Dictaphone to concentrate on healthcare, and NICE may grow vertically.
Posted 12 Apr 2005
Discrimination against the obese may be hurting businesses.
Posted 11 Apr 2005
Focusing on family, communication, and success incentives is essential to the capture of Hispanic customers.
Posted 05 Apr 2005
Marketing to this booming demographic takes more than just translating English into Spanish.
Posted 04 Apr 2005
Gartner completes its acquisition of META Group; Retalix plans to acquire TCI Solutions; EATEL reduces its call center volume; and more.
Posted 01 Apr 2005
Cultural relevance and sensitivity are key to advertising revenue gains from this target audience.
Posted 01 Apr 2005
Enterprises are looking at ways to tell what customers want next and at when companies may be in danger of losing customers.
Posted 28 Mar 2005
A new chat-tool suite creates a personalized, interactive marketing engine, working from a customer database.
Posted 25 Mar 2005
The Yankee Group forms a multidiscipline BPO practice; WebSourced acquires Smart Interactive; Oracle CFO becomes BearingPoint CEO; and more.
Posted 25 Mar 2005
Surveys of top vendors reveal the need for in-house implementations and to go wireless.
Posted 21 Mar 2005
Companies can build applications without coding or programming, and can customize dashboards.
Posted 17 Mar 2005
Nortel Networks signs a contract with the city of San Jose for a converged network; SAP boosts its cash tender offer price to software maker Retek; and more.
Posted 17 Mar 2005
Among those who resist online purchases are consumers who feel that certain commodities should be free.
Posted 15 Mar 2005
S1 aims to transform financial call centers into relationship centers.
Posted 08 Feb 2005
Understanding the needs of both the small business and its owner brings you one step closer to securing a purchase.
Posted 27 Jan 2005
 
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