CRM Magazine: July 2002
Magazine Features
CRM implementations are not as disappointing as research firms claim.
Single-view. Real-time. Predictive. The variety of analytics applications can be overwhelming. Here are the key trends in analytics to help sort through the clutter.
In the new book The Relational Enterprise: Moving Beyond CRM to Maximize All Your Business Relationships author Kenneth Carlton Cooper extends the 360-degree view to all the components of a company's universe. What follows is an excerpt of chapter 7.
Future Electronics doesn't need a crystal ball to know that CRM will give the company the edge it needs to gain a competitive advantage.
Front Office
Reality Check
As more customers embrace a new generation of CRM applications, some old standbys face uncertain futures.
Most companies measure ROI on either cost savings or on revenue growth, but rarely on both.
Compaq integrates event-marketing management for strategic CRM success.
The best way to ensure return on investment is to prepare for it.
Customer Care
What every organization should expect from its CRM vendor.
The Edge
Spending may be tight, but CRM is a must-have
Struggling Wheelhouse moves from consultant to software vendor
Confident Genesys CEO issues ROI challenge
Acquisition immediately gives software behemoth a global presence
Onyx CEO Brent Frei is armed with a new product release and a new channel approach
Salesforce.com Evangelizes Software Services Model, Readies Offline Edition
Hot Prospects
Movers & Shakers
Helping CRM Make the Grade
Building Trust Among Partners
In Closing
Selling CRM internally must be continuous and multidirectional or implementations will stall.

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