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Ginger Conlon


Articles By Ginger Conlon
Amdocs ClarifyCRM lays out its road map, highlighting its focus on integration.
Posted 22 Dec 2004
There's job satisfaction in solving customer problems.
Posted 20 Dec 2004 [January 2005 Issue]
Deliver a positive experience on a consistent basis.
Posted 13 Dec 2004 [January 2005 Issue]
Meeting customer expectations has helped the company improve operations and employee satisfaction.
Posted 30 Nov 2004
Concerto announces substantial growth; Zions Bank selects Harte-Hanks; UniPress launches a Footprints upgrade; and more.
Posted 29 Nov 2004
Let us introduce you to the dynamic new top executives in the CRM industry.
Posted 15 Nov 2004 [December 2004 Issue]
Thirty years of TQM, customer service initiatives, and CRM, and customer satisfaction levels are still mediocre.
Posted 15 Nov 2004 [December 2004 Issue]
Customer commitment has always been and will continue to be the ultimate goal of CRM.
Posted 15 Nov 2004 [December 2004 Issue]
SAP Americas CEO lays out what customers should expect from CRM vendors.
Posted 01 Nov 2004
Pivotal is working to make integration as seamless as possible.
Posted 20 Oct 2004
Companies looking to boost loyalty are starting at the front lines.
Posted 18 Oct 2004 [November 2004 Issue]
Siebel has provided analytic capabilities to customers for some time, but the new Siebel Business Analytic Applications collection is designed to run both in Siebel user environments and other business scenarios.
Posted 08 Oct 2004
Siebel Systems' unexpectedly strong business represents performance above financial analyst expectations, but not above Siebel's own track record.
Posted 08 Oct 2004
The economy has forced marketing and salespeople to be less artists and more scientists as far as being very metrics-driven.
Posted 20 Sep 2004 [October 2004 Issue]
I thought CRM was right for a company that considers it "customers" to be the facilities it maintains, because they are the recipients of this firm's services.
Posted 20 Sep 2004 [October 2004 Issue]
Our 2004 CRM Leader Awards celebrate the people and companies that in the past year have stood above the rest; the CRM Elite details how customer centricity pays dividends; and the Influential Leaders spotlights executives whose determination and concentration on results have driven success for themselves, their customers, and in some cases, the industry as a whole.
Posted 01 Sep 2004 [September 2004 Issue]
In alphabetical order, the winners are...
Posted 01 Sep 2004 [September 2004 Issue]
The Awards recognize superior performance in ROI excellence in customer companies, individual achievement, and vendor leadership.
Posted 01 Sep 2004
CRM magazine explores the CRM customer experience.
Posted 11 Aug 2004
Most every company that implements CRM does so with the help of a consultant, an integrator, or both.
Posted 02 Aug 2004 [August 2004 Issue]
As long as companies have customers they'll need strategies to manage those relationships; whatever name you prefer, in the end it's CRM.
Posted 01 Jul 2004 [July 2004 Issue]
Florida wanted to ensure that is call center agents had the data they needed to most effectively serve taxpayers.
Posted 29 Jun 2004
Can companies use CRM as effectively to retain profitable customers as they can to escort unprofitable customers to the competition?
Posted 08 Jun 2004
Don't overlook new strategies your competitors are using to grow market share at your expense.
Posted 01 Jun 2004 [June 2004 Issue]
Should companies expect their CRM vendors to help them use CRM to determine who their most profitable customers are?
Posted 18 May 2004
CEO Kagermann says SAP will continue to find further ways to lower TCO, for example, through improved enterprise services offerings like inventory prioritization and planning, and will continue to offer the flexibility that should allow customers to better use SAP to help spur their growth.
Posted 13 May 2004
CRM executives answer the question, Do companies that use CRM have a distinct advantage over companies that don't use CRM in uncovering who their most valuable customers are and then retaining them?
Posted 03 May 2004
Executives from NetSuite, Onyx, PeopleSoft, and Salesnet all say the same thing: Their recent product upgrades were direct results of having worked closely with customers to uncover their needs and priorities.
Posted 03 May 2004 [May 2004 Issue]
CRM magazine Editor-in-Chief Ginger Conlon, moderator of the SuperPowers of CRM panel at the recent Frost & Sullivan Sales & Marketing Executive Summit, asked the panelists, Should companies offer stellar service to every customer, no matter what their true value to the organization?
Posted 19 Apr 2004
Yahoo!'s Tim Sanders reveals the three building blocks needed to create valuable customer relationships: customer experience, knowledge, and compassion.
Posted 01 Apr 2004
The benefits are the result of a heated battle among CRM vendors, all eager to win their share of the huge, underserved midmarket.
Posted 01 Apr 2004 [April 2004 Issue]
Industry executives answer the question, Is it necessary to estimate a customer's lifetime value to determine their true profitability?
Posted 30 Mar 2004
PeopleSoft, Onyx, and SAP are starting Q2 with updates to several existing applications, and are adding some new products.
Posted 22 Mar 2004
Click Commerce has announced its intention to acquire privately held competitor Webridge in an all-stock deal; Russian telecom provider Vimpel-Communications has deployed Amdocs ClarifyCRM; Current Analysis today announced that telecom industry veteran Raymond Keneipp; and more.
Posted 19 Mar 2004
Moving CRM through its maturity phases within your organization will solidify CRM's place in your company and your company's place ahead of the competition.
Posted 16 Mar 2004
The survey found that although respondents are expecting to increase IT spending by about 1.4 percent in 2004, they don't intend to do so until they see a business recovery.
Posted 09 Mar 2004
For the first time since the awards were created in 1992, ISM's Top 15 CRM Software Awards are divided into two categories: enterprise CRM and CRM for SMBs.
Posted 04 Mar 2004
The 2004 Service Awards are our choices of industry leaders whose expertise you can leverage for your decision-making and benchmarking regarding customer services processes and technologies.
Posted 01 Mar 2004 [March 2004 Issue]
At the recent Frost & Sullivan Sales & Marketing Executive Summit CRM magazine Editor-in-Chief Ginger Conlon, moderator of the SuperPowers of CRM panel, asked the panelists, "What will be the most significant change to the CRM industry over the next twelve months?"
Posted 01 Mar 2004 [March 2004 Issue]
Outsourcing customer service: For companies considering outsourcing, both are tough decisions.
Posted 02 Feb 2004 [February 2004 Issue]
RIM's goals for its partner relationship management initiative are to support its selling partners and their customers; to simplify how partners work with RIM; to provide an enterprise view of its customers across its 37 business units; and to gauge its sales and marketing effectiveness.
Posted 02 Jan 2004 [January 2004 Issue]
There is no CRM success without communication.
Posted 02 Jan 2004 [January 2004 Issue]
Executives from five leading vendors speak out on collaboration between sales and marketing.
Posted 01 Dec 2003 [December 2003 Issue]
You have to take responsibility for the success of your initiative before it begins.
Posted 01 Dec 2003 [December 2003 Issue]
Often customer expectations are misaligned with company offerings.
Posted 03 Nov 2003 [November 2003 Issue]
The SuperPowers of CRM panelists at a recent Frost & Sullivan Sales & Marketing Strategies Executive Summit answer CRM magazine Editor-in-Chief Ginger Conlon's 30-second CRM-advice question.
Posted 03 Nov 2003 [November 2003 Issue]
CRM magazine, in partnership with strategic CRM measurement and improvement firm CRMetrix, invited readers to evaluate their organizations' CRM measurement systems against CRM measurement best practices. More than 260 executives responded to the survey. Fifty-four percent say their implementation is live, 15 percent of them are in the process of deploying CRM, and 31 percent of them are still in the planning stage.
Posted 03 Nov 2003 [November 2003 Issue]
Posted 01 Oct 2003 [October 2003 Issue]
Used properly, self-service applications can enhance the buyer-seller relationship.
Posted 01 Oct 2003 [October 2003 Issue]
More than 330 executives spanning myriad industries and company sizes voiced their opinions on how satisfied their are with their initial implementation and with CRM overall.
Posted 01 Oct 2003 [October 2003 Issue]
Many of the industry's top customer-company and vendor executives took part in the ceremony, which was followed by an interactive panel discussion.
Posted 27 Aug 2003
Author Russ Lombardo offers practical advice on gathering information to design and plan the right CRM strategy, getting buy in, and planning for ROI in "CRM for the Common Man."
Posted 27 Aug 2003 [September 2003 Issue]
Here, we spotlight customer-company and vendor executives who have made a significant impact in their company or on the industry in the past year. Additionally, we introduce our inaugural CRM Hall of Fame, and induct three industry luminaries.
Posted 27 Aug 2003 [September 2003 Issue]
The awards recognize superior performance in three areas: ROI excellence in customer companies (The CRM Elite); individual achievement (Influential Leaders); and vendor leadership (CRM Market Leaders).
Posted 27 Aug 2003 [September 2003 Issue]
The product enhancements focus on three primary areas: packaged business-process integration, new and enhanced productivity-related features, and advanced synchronization with Microsoft Outlook and IBM Lotus Notes.
Posted 25 Aug 2003
Eighteen months ago HP set a goal to simplify the digital experience for customers: For example, what began as a 57-step process to take and print a digital photo has been reduced to three steps.
Posted 12 Aug 2003
There is a need for more marketing accountability and precision; companies should look at ROI across the enterprise, for example, CRM and supply chain together; and total customer value should include each customer's current value, their future value, and associated value.
Posted 01 Aug 2003 [August 2003 Issue]
Posted 01 Aug 2003 [August 2003 Issue]
Posted 01 Jul 2003 [July 2003 Issue]
Posted 01 Jul 2003 [July 2003 Issue]
Saab Cars USA rolled out its enterprisewide CRM solution and strategy, dubbed TouchPoint, beginning in January 2002. Saab is using TouchPoint to improve customer service efforts, as well as to support customers and dealers. The initiative focuses on the customer interaction center, marketing, lead management, and data quality.
Posted 01 Jul 2003 [July 2003 Issue]
Posted 01 Jul 2003 [July 2003 Issue]
During the DCI CRM Conference & Expo in Boston, executives from Oracle, PeopleSoft, NetLedger, and Salesnet discussed and debated where the mid-market is headed and which vendors will take us there.
Posted 20 Jun 2003
Keynote addresses updated rapt audiences on trends in the real-time enterprise, in mobile CRM, and in marketing.
Posted 19 Jun 2003
"Beyond the Hype: The Impact of Web Services on CRM," "CRM Consolidation--Enterprise Software RIP?" and "Next-Generation Self-Service," reveal Reservoir Partners' findings on the impact of Web services, vendor consolidation, and self-service technologies.
Posted 16 Jun 2003
The Multitask Master
Posted 02 Jun 2003
Posted 01 Jun 2003 [June 2003 Issue]
Posted 01 May 2003 [May 2003 Issue]
Posted 01 May 2003 [May 2003 Issue]
Posted 01 May 2003 [May 2003 Issue]
Posted 01 Apr 2003 [April 2003 Issue]
Posted 01 Apr 2003 [April 2003 Issue]
Interaction Advisor features self-learning analytics, rules, and analytics that work together in real time to create offers, multichannel offer execution capabilities, and closed-loop monitoring and analysis of campaigns.
Posted 24 Mar 2003
CRM vendor Onxy Software plan to be a leader in embedded CRM, and is embedding its application in the offerings of such partners as Reuters, IBM, and Metavante.
Posted 13 Mar 2003
Executives on the SuperPowers of CRM panel offer their opinions on where the market is headed and how to get there ahead of the pack.
Posted 03 Mar 2003 [March 2003 Issue]
Posted 03 Mar 2003 [March 2003 Issue]
Posted 03 Mar 2003 [March 2003 Issue]
Posted 03 Mar 2003 [March 2003 Issue]
In an exclusive survey conducted in conjunction with consultancy CAP Ventures Inc., CRM magazine finds that a surprising number of executives are pleased with their CRM system--and with their results.
Posted 02 Feb 2003 [February 2003 Issue]
Posted 02 Feb 2003
Mark Sauter, president and CEO, GTP Associates Inc., said changing behavior is always a long-term process--companies need to begin cultural changes early in the CRM implementation.
Posted 15 Jan 2003
CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.
Posted 26 Dec 2002 [January 2003 Issue]
CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.
Posted 24 Dec 2002 [January 2003 Issue]
Posted 23 Dec 2002 [January 2003 Issue]
Posted 18 Dec 2002 [January 2003 Issue]
Posted 12 Dec 2002 [December 2002 Issue]
Posted 12 Nov 2002 [November 2002 Issue]
PeopleSoft Inc.'s support of Microsoft's Pocket PC Phone Edition platform and the newly launched Microsoft Windows Powered Smartphone software will allow field sales and service professionals access to up-to-the-minute sales information at the point of customer contact and more.
Posted 23 Oct 2002
As the contact center evolves, cross-selling and upselling grow in popularity among companies--but not necessarily among customers.
Posted 22 Oct 2002 [October 2002 Issue]
Walker Information, a research firm specializing in customer loyalty issues, has released a benchmark study that reveals the loyalties of IT customers.
Posted 15 Oct 2002
A new alliance with Clear Technologies positions IBM strongly for a mid-market push
Posted 26 Sep 2002
And once you've hit a home run, customers will expect one every time.
Posted 12 Sep 2002 [September 2002 Issue]
Stellar CRM is possible. Here are the stories of five outstanding implementations to prove it.
Posted 12 Sep 2002 [September 2002 Issue]
A new online tool lets CRM buyers compare leading vendors' offerings
Posted 11 Sep 2002
CRM vendor takes a leap of faith into call center market
Posted 03 Sep 2002
Names Laurent Philonenko COO; also industry hires at Accenture, Motorola, Kanisa, Astea, Whisperwire, Astute, ePeople, among others
Posted 14 Aug 2002
To Samsung's Peter Weedfald, CRM is a lifestyle, not a technology. Follow his 7 secrets of CRM, and he will lead you to the promised land of customer infatuation.
Posted 01 Aug 2002 [August 2002 Issue]
CRM's primary users are often on the road. So why are we holding back wireless CRM?
Posted 01 Aug 2002 [August 2002 Issue]
CRM vendor is one of many trying to strengthen its management teams
Posted 11 Jul 2002
Selling CRM internally must be continuous and multidirectional or implementations will stall.
Posted 01 Jul 2002 [July 2002 Issue]
Companies make new hires to drive business
Posted 28 Jun 2002
Trillium's launch of its Trillium Software System 6 aims to help marketers get control of their data before they drown in a flood of information. The application "is designed to be understood and implemented by businesspeople," Dubois says. This eliminates the need for marketers to go to IT every time they need to generate reports or conduct research.
Posted 10 Jun 2002
Put customers first, no matter what.
Posted 01 Jun 2002 [June 2002 Issue]
Pivotal enlists executive muscle from the competition to conquer the mid-market
Posted 01 Jun 2002 [June 2002 Issue]
At a gala overlooking the water yesterday at New York City's Chelsea Piers, Samsung Electronics America Inc. launched Four Seasons of Hope, a cause marketing program designed to "support the communities in which we sell," says Peter Weedfald, Samsung's vice president, North America strategic marketing and new media.
Posted 17 May 2002
Teamwork 4.0 is designed to help companies bolster customer satisfaction by delivering faster, more accurate answers to complex issues
Posted 13 May 2002
CRM must stretch across all corners of an organization to ensure superior customer service.
Posted 01 May 2002 [May 2002 Issue]
Looking for ways to measure ROI, executives turn to contextual marketing.
Posted 01 May 2002 [May 2002 Issue]
The wireless industry takes the U.S. government to task
Posted 01 May 2002 [May 2002 Issue]
Decrease costs and increase sales by targeting the right audience.
Posted 12 Apr 2002 [April 2002 Issue]
Posted 19 Mar 2002
Posted 19 Mar 2002
Some say CRM technologies may be the death of the brand. This news, however, has been greatly exaggerated.
Posted 21 Feb 2002 [March 2002 Issue]
Closing the gap between customer expectations and business reality will give everyone a good night's rest.
Posted 04 Feb 2002 [February 2002 Issue]
Posted 29 Jan 2002
 
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