CRM Magazine: September 2009
Web-Only Bonus Articles
Web-Only Exclusive: Licensee Bill of Rights and the Software-Ownership Life Cycle
A visual depiction of the Forrester Research guidelines referred to in Ray Wang's Tipping Point column in the September 2009 issue of CRM magazine.
More Bonus Articles ...
Magazine Features
The 2009 CRM Market Awards - Introduction
We cover CRM every month, of course, but this month is special. This is when we pull out all the stops to recognize excellence—the vendors leading the marketplace across 10 categories; six Rising Stars making their presence felt; eight Influential Leaders inside and outside CRM who are changing the direction of the industry; and, best of all, four companies using CRM to connect with their customers.
The 2009 CRM Market Awards: The 2009 Elite
The four customer implementations deemed most worthy this year.
The 2009 CRM Market Awards: The 2009 Influential Leaders
In the age-old battle between dreamers and visionaries, visionaries win out every time. The eight individuals honored this year may not be the biggest names in CRM — well, not all of them, anyway — but there's no doubt each one sports a powerful vision.
The 2009 CRM Market Awards: The 2009 Market Leaders
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 CRM Market Awards: The 2009 Rising Stars
Six on the rise in 2009
The 2009 Elite - ISS Belgium Sweeps Up Sales
A services company makes a clean start with Microsoft Dynamics CRM [Sales Force Automation]
The 2009 Elite - NBC Universal Airs a Winning Program
The media giant unifies its systems—and maximizes sales opportunities—on the Salesforce.com platform [Enterprise Suite CRM]
The 2009 Elite - ShipServ Sets Sale
Despite the economic storm, a maritime-industry e-marketplace stays afloat with Marketo lead management [Marketing Automation]
The 2009 Elite - Wrigleyville Sports Brings It Home
With NetSuite, a retailer scores a run, a basket, a touchdown, and a goal [Midmarket Suite CRM]
The 2009 Influential Leaders - The Aggregator
GUY KAWASAKI
AUTHOR, COFOUNDER, ALLTOP
The 2009 Influential Leaders - The Casual Cobbler
TONY HSIEH
CHIEF EXECUTIVE OFFICER, ZAPPOS.COM
The 2009 Influential Leaders - The Cloud Commando
MARC BENIOFF
COFOUNDER, CHAIRMAN, AND CHIEF EXECUTIVE OFFICER, SALESFORCE.COM
The 2009 Influential Leaders - The Event Horizon
TIM O'REILLY
FOUNDER AND CHIEF EXECUTIVE OFFICER, O'REILLY MEDIA
The 2009 Influential Leaders - The Facilitator
CHRIS BROGAN
PRESIDENT, NEW MARKETING LABS
The 2009 Influential Leaders - The Fast Follower
ANTHONY LYE
SENIOR VICE PRESIDENT FOR CRM, ORACLE
The 2009 Influential Leaders - The Socialist
ROSS MAYFIELD
CHAIRMAN, PRESIDENT, AND COFOUNDER, SOCIALTEXT
The 2009 Influential Leaders - The Strategist
JEREMIAH OWYANG
SENIOR ANALYST, FORRESTER RESEARCH
The 2009 Market Leaders - Business Intelligence
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Consultancies
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Data Quality
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Enterprise Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Incentive Management
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Marketing Solutions
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Midmarket Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Open-Source CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Sales Force Automation
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Market Leaders - Small-Business Suite CRM
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
The 2009 Rising Stars - Facebook
Friending Consumers
The 2009 Rising Stars - Google
Riding the Cloud-Computing Wave
The 2009 Rising Stars - InsideView
Aggregating the Data
The 2009 Rising Stars - Jigsaw
Purifying the Data
The 2009 Rising Stars - Lithium Technologies
Trusting the Community
The 2009 Rising Stars - Visible Technologies
Making Social Media Matter
 
Front Office
CRM Bucks the Downward Financial Trend
The CRM industry grew 12.5 percent in 2008, to $9.15 billion.
 
Reality Check
Survival of the Relatively More Fit
CRM is changing, evolving to suit the demands of the moment.
 
Customer Centricity
The Lessons of the Magic Curry Kart
Your local street-food vendor can teach your company a thing or two.
 
The Tipping Point
Stand Up for Your Rights!
How to ensure the software you use isn't abusing you in the process.
 
Pint of View
The Best of the Rest
The Market Awards are done, but there's so much left unmocked!
 
Insight
Microsoft’s Million-Member March
Milestones and roadmap promises at the vendor's Worldwide Partner Conference '09.
CRM Market Grows for Fifth Straight Year
Jetting to a Better Customer Experience
The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores
Do You Accept the Terms of Engagement?
Eager to play with social media, employees of CRM vendors are finding themselves burdened by new rules
Required Reading: Don’t Worry, Be Creative
CRM on Twitter: September 2009
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
 
Re:Tooling
Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
 

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