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CRM Magazine: September 2002
Magazine Features
the 20 most influential people in CRM in the past year
The enterprise CRM suite landscape is changing, led largerly by efforts in integration.
The mid-market is CRM's new land of opportunity--and a heated vendor battleground.
Analytics, PRM, and call centers all have notable vendors that support them. But classic CRM vendors are powerhouses in these markets as well.
Stellar CRM is possible. Here are the stories of five outstanding implementations to prove it.
 
Front Office
 
Reality Check
Attempts to link CRM to September 11 show a terrifying lack of understanding of how and why CRM works.
 
Customer Care
Taking knowledge to the point of sales and service
 
The Edge
The CRM market is picking up steam.
The enterprise software firm completes an internal CRM rollout.
Cross-sell at your own peril; get more out of technology and agents.
Creating master profiles is a must to realize true ROI.
 
In Closing
And once you've hit a home run, customers will expect one every time.
 

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