CRM Magazine: September 2002
Magazine Features
Top Guns (part 1)
the 20 most influential people in CRM in the past year
Top Guns (part 2)
Battle for Dominance
The enterprise CRM suite landscape is changing, led largerly by efforts in integration.
Mid-Market Mayhem
The mid-market is CRM's new land of opportunity--and a heated vendor battleground.
Leading the Niches
Analytics, PRM, and call centers all have notable vendors that support them. But classic CRM vendors are powerhouses in these markets as well.
Right On!
Stellar CRM is possible. Here are the stories of five outstanding implementations to prove it.
 
Front Office
Leaders of the CRM Pack
 
Reality Check
Will We Ever Learn?
Attempts to link CRM to September 11 show a terrifying lack of understanding of how and why CRM works.
 
Customer Care
The Next Generation of CRM
Taking knowledge to the point of sales and service
 
The Edge
Reversal of Fortune
The CRM market is picking up steam.
Oracle Eats Its Own Dog Food
The enterprise software firm completes an internal CRM rollout.
Call Center Show Serves up Critical Advice
Cross-sell at your own peril; get more out of technology and agents.
Avoiding CRM Paths of Destruction
Creating master profiles is a must to realize true ROI.
 
In Closing
You're Only as Good as Your Last at Bat...
And once you've hit a home run, customers will expect one every time.
 

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