CRM Magazine: February 2003
Magazine Features
The Hosts With the Most
Once thought of as a tool for small companies needing sales force automation, hosted CRM solutions have developed into a formidable competitor to packaged CRM applications for mid-market, and even large enterprises.
Can't Get No Dissatisfaction
In an exclusive survey conducted in conjunction with consultancy CAP Ventures Inc., CRM magazine finds that a surprising number of executives are pleased with their CRM system--and with their results.
The ABCs of Global CRM
CRM is making it as easy for international companies to share information among offices scattered across the globe as it is for them to share it with coworkers down the hall. The secret to mastering this in your company is to follow these 10 essential guidelines.
Executives' Guide to Call Center Excellence: Best Practices--FedEx: An Overnight Success Story
FedEx has been able to integrate business processes and provide customers with a single point of access for all shipping needs. To do so the company devised a three-prong approach to CRM.
Executives' Guide to Call Center Excellence: Productivity Tools--A Little Technology Goes a Long Way
New tools enhance call center agent productivity.
Executives' Guide to Call Center Excellence: Outsourcing--Making the Right Call
There are three main types of call center outsourcers. Which is best suited to your business?
Executives' Guide to Call Center Excellence: Workforce Management--Quality Is Job One...Or Is It?
Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction.
Executives' Guide to Call Center Excellence: Motivational Strategies--Just Desserts
Rewarding and recognizing contact center agents is as much science as it is art.
 
Reality Check
Making CRM Whole-Brained
Metrics and ROI will not materialize unless CRM incorporates major cultural change as an element of success.
 
Insight
No Holds Barred
CRM vendors are pulling out all the stops to boost sales.
News in Brief
Early Users Encouraged by Microsoft CRM
Heard and Overheard
The Real (Time) Deal
Hype-Free CRM Success
Hot Seat
Vertical Focus: Pharmaceuticals
 
REAL ROI
Charitable Groups Profit From CRM
Nonprofit organizations need CRM as much as for-profit businesses do.
Support Gets a Face-Lift
Advice From the Trenches: How to Increase Upsell Revenue
Hot Projects
Clean Data Improves Integration
CRM in Action: Low-Cost Data Analysis
CRM in Action: Integrating e-CRM and SFA
 
Secret of My Success
Linking Data to Build Sales
Vicki Hamilton, vice president of shared services and IT operations for The Weather Channel, explains how the service firm brought its sales force under one CRM umbrella.
 
Customer Care
Business in an Instant
The six primary benefits of becoming a real-time enterprise.
 
Hot Prospects
Solar Power; On a Roll; Required Reading
New & Noteworthy
 
Straight Talk
Business in an Instant
The six primary benefits of becoming a real-time enterprise.
 

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