CRM Magazine: October 2000
Magazine Features
Not all CRM investments show up directly on the bottom line. Intangibles like loyalty and satisfaction are hard to measure, but important to value.
With new technology, businesses are finding they can make their critical business applications available to their mobile workers while they are still with the customer.
No longer limited to FAQs and figures, self-service help sites build customer satisfaction and save you money.
Coordinate selling efforts with your strategic partners to serve your customers better, and you'll both profit.
Hampered by regulation and a reputation for poor service, the insurance industry takes back ownership of its customer channels through new CRM initiatives.
Its potential is huge, but marketing automation also creates new organizational challenges. Here are some strategies for ensuring your project's success.
Reality Check
As CRM struggles to become a real, grown-up corporate discipline, a new breed of specialists replaces the pioneers.
Evaluate the effectiveness of your CRM implementation with North Highland's assessment methodology, SCORE.
Send marketing information where it's needed- -promptly and efficiently.
Vignette's V/Series opens a new book on building the e-business.
TotalView and TotalNet create cohesive call center management.
CSO Insights
Just as the Allies worked together to carry out the D-Day invasions, all parts of your organization need to collaborate to achieve a successful eCRM offensive.
Customer Care
By understanding your customers' needs throughout all their interactions with your company, you can build loyal relationships and stand out from your competition.
The Edge
New technologies will help make laptop computers obsolete- -and it's about time.
GoRefer's word-of-mouth referrals are a far cry from cold calling.
November-December 2000
Does Web personalization really work?
IBM and Siebel join forces to target the small and midsize market.
At the ICCM Call Center Management Expo, new technologies took center stage.
CRM news from around the industry
Bill Yavorsky is looking toward the future.
Bakery takes home the gold for customer service
Hot Prospects
Segmenting your customers according to their needs will result in more loyal customers.
View and send documents anywhere with Xerox's new handheld; The latest products and services.
A bulletin board of CRM implementations
Touching Base
The Internet is putting the car buyer back in the driver's seat.
In Closing
A former dot commie reflects on the hard lessons of the Internet gold rush.

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