CRM Magazine: February 2003
Magazine Features
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.
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.
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.
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.
There are three main types of call center outsourcers. Which is best suited to your business?
Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction.
Rewarding and recognizing contact center agents is as much science as it is art.
Reality Check
Metrics and ROI will not materialize unless CRM incorporates major cultural change as an element of success.
CRM vendors are pulling out all the stops to boost sales.
Nonprofit organizations need CRM as much as for-profit businesses do.
Secret of My Success
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.

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