CRM Magazine: December 2002
Magazine Features
Slam Dunk
Atique Shah, vice president of CRM/marketing technology for GSI Commerce Inc., has a keen eye uncovering for effective CRM strategies. That talent has helped both the NBA and GSI embrace and profit from CRM.
365 Days of CRM
A review of CRM news and trends from 2002.
Partners Are Customers, Too
To improve relationships with and increase profits from the channel companies must treat those partners as well as they would their customers.
Hitting the Books
Universities and grade schools are increasing adopting CRM to communicate with their constituents, and to attract and retain better students.
 
Front Office
CRM Brings Holiday Cheer
 
Reality Check
Partner Pen, Not Poison Pen
The facts of CRM life dictate that to succeed we must all get along.
 
REAL ROI
Communication Translates to Profits
Using CRM, Bernina speaks the language of both dealers and customers.
From Excel to ASP to In-house
ProLink goes the distance with CRM.
Advice From the Trenches: DirecTV
How DirecTV's knowledge base helps its geographically diverse call center agents dish out current information, consistently.
Partner Portals Pay Off
Golf USA uses portals to build relationships with and sales for franchisees.
CRM in Action: Avoiding Cross-Sell Snafus
Osborne Clarke breaks down its information silos.
CRM in Action: Contact Centers
Time Warner Desert Cities combats churn.
 
Secret of My Success
The Road to Success Is Paved With Determination--And a Bit of Tweaking
Jess Hartman, CIO and vice president of New Horizons, tells how the training company used training, of course--and the creative integration of SFA and CRM--to make its CRM initiative a success.
 
Customer Care
Putting Customer Back Into Customer Relationship Management
Increasingly CRM vendors are employing some CRM of their own.
 
The Edge
Jolly Holidays
Businesses gear up in the hope that shoppers soon will be there.
Increasing the Value of CRM
Attendees of the NCR Teradata user conference got the inside scoop on how British Airways and others are integrating data to streamline costs.
Where IT Loyalties Lie
The Rebirth of Networking
CRM professionals find strength in numbers--and in the growth of industry associations.
Take CRM to the Next Level
SAS CEO says analytics turns CRM into more than merely a Rolodex.
Are You Hanging Up on Customers?
Data Makes All the Difference
Analytics is expected to play a larger role for CRM leader Siebel.
 

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