CRM Magazine: January 2003
Magazine Features
Recipe for Success
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.
Build or Buy?
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.
Preview 2003--What's in Store for CRM? (PART 1)
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.
Preview 2003--What's in Store for CRM? (PART 2)
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
Everything Old Is New Again
 
Reality Check
Tell 'Em Like It Ain't
The art of artifice in CRM.
 
REAL ROI
Closing the Gap
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.
Closing the Gap
Brother International Corp. is using CRM to build relationships with indirect end-user customers.
Nieman Marcus Uses Natural Language Search to Boost Online Sales
Advice From the Trenches: Maxim Crane
Chris Anderson, Maxim Crane's vice president of finance, tells how using CRM keeps the company's multimillion-dollar equipment on the move.
Outdoor Retailer Cabela's Gets Chatty With Instant Messenger
CRM in Action: IM Means Business
CRM in Action: Boosting Channel Sales
HOT PROJECTS
 
Secret of My Success
Distress Is in the Mail
Doug Edwards, director of marketing for Google, explains how the search engine operator took control of its burgeoning overflow of email.
 
Customer Care
CRM 2003 -- A New Era of Innovation
While mature parts of the CRM market shrink, new areas are growing exponentially.
 
The Edge
Hot Spots
Some CRM companies are still seeing exponential growth.
CRM That (Actually) Touches Customers
Rebuilding Customer Demand
Market Watch: Enterprise CRM
Analytics to Lead Tech Spending
The Call Heard 'Round the World
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.
Vertical Focus: Financial Services
EDS Is Using Portals to Bolster Partner Relationships
Hot Seat: Dror Pockard
 
Hot Prospects
Enterprise Access
Ripe for the Picking
In Beta: Analytics Gives an Edge Over Larger Competitors
Power in the Palm of Your Hand
It Is Polite to Point...
Customers R Us
Required Reading
New & Noteworthy
 
Straight Talk
CRM 2003 -- A New Era of Innovation
While mature parts of the CRM market shrink, new areas are growing exponentially.
 

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