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CRM Magazine: September 2009
Web-Only Bonus Articles
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.
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Magazine Features
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 four customer implementations deemed most worthy this year.
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.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
A services company makes a clean start with Microsoft Dynamics CRM [Sales Force Automation]
The media giant unifies its systems—and maximizes sales opportunities—on the Salesforce.com platform [Enterprise Suite CRM]
Despite the economic storm, a maritime-industry e-marketplace stays afloat with Marketo lead management [Marketing Automation]
With NetSuite, a retailer scores a run, a basket, a touchdown, and a goal [Midmarket Suite CRM]
GUY KAWASAKI
AUTHOR, COFOUNDER, ALLTOP
TONY HSIEH
CHIEF EXECUTIVE OFFICER, ZAPPOS.COM
MARC BENIOFF
COFOUNDER, CHAIRMAN, AND CHIEF EXECUTIVE OFFICER, SALESFORCE.COM
TIM O'REILLY
FOUNDER AND CHIEF EXECUTIVE OFFICER, O'REILLY MEDIA
CHRIS BROGAN
PRESIDENT, NEW MARKETING LABS
ANTHONY LYE
SENIOR VICE PRESIDENT FOR CRM, ORACLE
ROSS MAYFIELD
CHAIRMAN, PRESIDENT, AND COFOUNDER, SOCIALTEXT
JEREMIAH OWYANG
SENIOR ANALYST, FORRESTER RESEARCH
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.
Riding the Cloud-Computing Wave
 
Front Office
The CRM industry grew 12.5 percent in 2008, to $9.15 billion.
 
Reality Check
CRM is changing, evolving to suit the demands of the moment.
 
Customer Centricity
Your local street-food vendor can teach your company a thing or two.
 
The Tipping Point
How to ensure the software you use isn't abusing you in the process.
 
Pint of View
The Market Awards are done, but there's so much left unmocked!
 
Insight
Milestones and roadmap promises at the vendor's Worldwide Partner Conference '09.
The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores
Eager to play with social media, employees of CRM vendors are finding themselves burdened by new rules
How United Airlines learned that customer dissatisfaction + social media = a first-class pain.
 
Re:Tooling
Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.
 

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