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CRM Magazine: August 2009
Web-Only Bonus Articles
Think you know the score? Guess again.
Online Exclusive: The drug of choice might involve moving from historical analysis to predictive modeling.
Online Exclusive: What do you do when your customers aren't playing in your court?
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Magazine Features
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry looks to CRM to balance a pair of age-old doctrines: First, do no harm—and physician, heal thyself.
"Healthcare" and "customer service" don't have to be mutually exclusive.
Business intelligence software defined a certain stage of maturity with CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM — by making it affordable.
Industry experts—including some LucidEra investors and competitors—speculate on the reasons behind the fall of an on-demand business intelligence pioneer, and LucidEra customers talk about how they'll cope with the loss.
Delivering quality customer service means making quality shots.
 
Front Office
Proven business strategies abound—even new ones.
 
Reality Check
The Journey of Implementation — Part 2: It's a bit like the Wild West out there — so be extra careful to conduct due diligence when choosing a vendor partner.
 
Customer Centricity
Performance management is a contact center requirement.
 
The Tipping Point
Trade-Offs, Part 2 — The Technology Side: "The end of software" doesn't mean the end of software headaches.
 
Connect
A new paradigm calls for a reassessment of an industry metric.
 
Pint of View
Words, words, words. Why don't they mean what they used to?
 
Insight
Brands from Dell to Office Depot are slicing customers into ever-tinier segments—and learning the dos and don'ts along the way.
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.
Consumers are looking for you on search engines—but are you there to be found?
SAPPHIRE '09: SAP executives stressed the emerging need for transparency among all enterprises. Did the message ring true?
Author David Meerman Scott reveals the secret to having your idea spread everywhere.
The end of on-demand business intelligence provider LucidEra, captured on the public tweetstream.
Readers tell us what they think of "social" technologies.
 
REAL ROI
OSIsoft uses Socialtext to revamp an outdated knowledge base.
Improved surveying techniques improve a hospital's patient centricity.
Email-collaboration provider Zimbra sheds complexity, opts for simplicity—and achieves better results.
 
Secret of My Success
Self-publishing company Author Solutions turns to Salesforce.com's platform-as-a-service to host its operations and expand its library of ideas.
 
Re:Tooling
To cope with the recession, more organizations are looking to predictive analytics for answers.
 

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