Biographical Information
Eric Krell

Articles By Eric Krell
Between May 2004 and June 2005 CRM magazine checked in every two to three weeks with Churchill Downs Inc. to gauge the progress of the company's multiyear, multimillion CRM initiative. Vice President of CRM and Technology Solutions Atique Shah's CRM initiative diary shed light on the ups and downs that he and his team encountered during a hectic, and ultimately winning, year one. In the course of these discussions Shah regularly mentioned CRM's warning bells, some of which sounded, some of which remained blessedly silent. We return to the site of the Kentucky Derby's parent company to examine the seven warning bells and to flesh out year-one lessons that will help other CRM project managers improve their odds of success.
Posted 01 Sep 2005 [September 2005 Issue]
Month 12: To make good on its year-one deliverables Churchill Downs' CRM team must make believers out of everyone.
Posted 01 Jun 2005 [June 2005 Issue]
Month 11: Dragons, snakes, and oh yeah, here comes the finish line.
Posted 02 May 2005 [May 2005 Issue]
Month 10: Allaying a state of bad data panic.
Posted 01 Apr 2005 [April 2005 Issue]
Month 9: Recognition programs offset the tedium of data integration work.
Posted 01 Mar 2005 [March 2005 Issue]
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
Posted 21 Jan 2005 [February 2005 Issue]
Month 8: Strategic deal-making marks a new approach to funding CRM.
Posted 21 Jan 2005 [February 2005 Issue]
Think the only impressions your company makes are through branding, sales calls, and customer service? Think again. Mishandling interactions like reference management and billing can cause customer defection as quickly as a poor contact center experience
Posted 01 Jan 2005 [January 2005 Issue]
Global Industrial increased revenue by integrating its front and back office.
Posted 20 Dec 2004 [January 2005 Issue]
"These people are going to take the CRM message back to their organizations and pass on the good word."
Posted 13 Dec 2004 [January 2005 Issue]
CRM plays an essential supporting role in New Mexico's economic development.
Posted 15 Nov 2004 [December 2004 Issue]
Month 6: A team of thoroughbreds is moving Churchill Downs closer to a winning finish.
Posted 15 Nov 2004 [December 2004 Issue]
"You have to do the right thing for the good of the customer, regardless of any resistance."
Posted 18 Oct 2004 [November 2004 Issue]
"Tasks have no meaning unless they are completed in a way that supports the project's vision."
Posted 17 Sep 2004 [October 2004 Issue]
It takes time for business partners to feel comfortable with the luxury of being asked to think from a new perspective.
Posted 01 Sep 2004 [September 2004 Issue]
Six companies that set out to get measurable results, then met or surpassed their expectations.
Posted 01 Sep 2004 [September 2004 Issue]
Churchill Downs' formal change-management effort addresses different levels of CRM understanding and, like most change initiatives, emphasizes that change is good.
Posted 02 Aug 2004 [August 2004 Issue]
Month 1: Odds are in favor of this two-time winner taking a CRM triple crown.
Posted 01 Jul 2004 [July 2004 Issue]
Here are the five strategies of five companies that have turbocharged their CRM initiatives.
Posted 01 Jun 2004 [June 2004 Issue]
Great Teams Think Alike
Posted 01 Jun 2003 [June 2003 Issue]
Posted 01 Apr 2003 [April 2003 Issue]
Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction.
Posted 02 Feb 2003 [February 2003 Issue]
Posted 02 Jan 2003 [January 2003 Issue]
Golf USA uses portals to build relationships with and sales for franchisees.
Posted 16 Dec 2002 [December 2002 Issue]
Universities and grade schools are increasing adopting CRM to communicate with their constituents, and to attract and retain better students.
Posted 13 Dec 2002 [December 2002 Issue]
Posted 13 Nov 2002
ISS chose a familiar vendor for its CRM reimplementation, and that has made all the difference.
Posted 25 Oct 2002
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