CRM Magazine: December 2002
Magazine Features
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.
A review of CRM news and trends from 2002.
To improve relationships with and increase profits from the channel companies must treat those partners as well as they would their customers.
Universities and grade schools are increasing adopting CRM to communicate with their constituents, and to attract and retain better students.
Front Office
Reality Check
The facts of CRM life dictate that to succeed we must all get along.
Using CRM, Bernina speaks the language of both dealers and customers.
ProLink goes the distance with CRM.
How DirecTV's knowledge base helps its geographically diverse call center agents dish out current information, consistently.
Golf USA uses portals to build relationships with and sales for franchisees.
Osborne Clarke breaks down its information silos.
Time Warner Desert Cities combats churn.
Secret of My Success
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
Increasingly CRM vendors are employing some CRM of their own.
The Edge
Businesses gear up in the hope that shoppers soon will be there.
Attendees of the NCR Teradata user conference got the inside scoop on how British Airways and others are integrating data to streamline costs.
CRM professionals find strength in numbers--and in the growth of industry associations.
SAS CEO says analytics turns CRM into more than merely a Rolodex.
Analytics is expected to play a larger role for CRM leader Siebel.

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