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CRM Magazine: January 2003
Magazine Features
Start with a dash of one-to-one instruction. Add a pinch of online training. Sprinkle with the facts from a knowledge base. Cook at a moderate level, stirring occasionally, and voila, the right blend of face-to-face training and e-learning technologies makes a deliciously winning combination.
Jets or Giants? Coke or Pepsi? The first two are a matter of taste. But how your business acquires the technological core of its CRM strategy cannot be simply about preference. Here's how to make the right choice between implementing a packaged solution and using internal or external IT resources to build one.
CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.
CRM magazine interviewed more than 30 industry leaders and surveyed about 100 readers to uncover what they expect to and predict will happen in the industry in the coming year.
 
Front Office
 
Reality Check
The art of artifice in CRM.
 
REAL ROI
Brother International Corp. is using CRM to build relationships with indirect end-user customers.
Brother International Corp. took action to unify all its U.S. call centers, which have a total of 200 agents in a handful of states, including California, Illinois, New Jersey, and Tennessee.
Chris Anderson, Maxim Crane's vice president of finance, tells how using CRM keeps the company's multimillion-dollar equipment on the move.
 
Secret of My Success
Doug Edwards, director of marketing for Google, explains how the search engine operator took control of its burgeoning overflow of email.
 
Customer Care
While mature parts of the CRM market shrink, new areas are growing exponentially.
 
The Edge
Some CRM companies are still seeing exponential growth.
Susheel Kurien, president of the newly formed U.S. operations, expressed her belief that ICICI OneSource's recent deals will help draw attention to offshore business process and CRM providers as an increasingly viable alternative to domestic call centers.
 
Hot Prospects
 
Straight Talk
While mature parts of the CRM market shrink, new areas are growing exponentially.
 

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