CRM Magazine: April 2003
Magazine Features
Prove It
Vendors have begun to put in place structured ROI calculation tools to quantify value from the outset.
Keep Customers Happy
One of the best ways for a company to increase customer satisfaction is to make sure there is a thorough understanding throughout the organization of what customers really want, then use that information to follow up with actions, solutions, and resolutions.
Delivering on its Promise
CRM is turning call centers into profit centers.
The 10 Best Things to Do With Your Data
Follow these 10 steps and you'll have information that really means something, rather than just have a lot of data that confuses more than it informs.
 
Front Office
Making CRM Pay Off
 
Reality Check
Mobile Workers Are Integral to CRM Success
If you have a vested interest in having customers, then field service is not only relevant to you, but is also a crucial part in the successful CRM mechanism.
 
Insight
Are CRM Consultants Objective?
In the current market of integrators owning shares in vendors, companies need to be aware of the basis for some recommendations.
News in Brief
Vertical Focus: Healthcare
Required Reading
Hot Seat: Julie Choi
Avoiding the crush of Microsoft CRM
Market Watch: 2003 Is ''The Year of Analytics''
CRM Defined: Soft ROI
 
REAL ROI
Creating a Uniform Sales Culture
How Allied streamlined 30 varied sales strategies into one.
CRM in Action: Increasing Partner Loyalty
Advice From the Trenches: Better Service Equals Increased Revenues
Sara Lee used VisionWare's Tele-Scope to improve service, because it addressed all the baked-goods company's needs--it tracks and routes calls, triggers automatic paging, and provides a centralized database that can be sliced and diced into call categories.
Closing the Quality Gap
Closing the Quality Gap
CRM in Action: Boosting Satisfaction Survey Responses
CRM by Any Other Name
HOT PROJECTS: Retail Banking
CRM in Action: Providing Cost-Effective Global Support
 
Secret of My Success
A Healthy Dose of CRM
Annette Walker, senior vice president, strategy, Memorial Care Centers, tells how a little can data lead to an extra $7 million a year.
 
Hot Prospects
A Window to the Web
In Beta: ACT! Moves to the Web
More, More, More
 

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