CRM Magazine: March 2002
Magazine Features
Superhero to the Rescue
Faster than a speeding implementation. More powerful than a banking CEO. Able to turn around failed efforts in a single strategy meeting. It's a superhero. It's a CIO. No it's The Consultant.
Suite Dreams
Hilton's customers can rest easy knowing the hotel chain has no reservations about delivering outstanding service.
Vrrroooom
How companies can rev up rules engines to drive up profits.
We've been hearing Microsoft might enter CRM Is this true?
Using CRM to bolster loyalty and keep customers from switching to the competition
 
Front Office
Consultants Deserve Respect
Adam Klaber sits atop a $1 billion-plus CRM practice at one of the world's biggest consultancies.
 
Reality Check
How effective is self-service as a delivery vehicle?
The biggest impediment to CRM in a bad economy isn't the budget.
 
REAL ROI
Just What the Doctor Ordered
A dose of technology revives one healthcare insurance firm
 
Customer Care
Don't Let Customers Hang Up on You
Avoid overselling by finding the optimal telemarketing contact frequency.
 
The Edge
Baan Is Back With a Vengeance
Its push for collaboration across the enterprise may require some catching up for the CRM latecomer.
Barriers to Entry
A WSG survey uncovers the primary roadblocks companies face when implementing CRM.
Financial Firms Tap Breaks On CRM Spending
Financial Firms Tap Breaks On CRM Spending
Marc Benioff: What Economic Downturn?
One-to-One is Not Number One
SafeHarbor leads with Web self-help for customer service.
Participate Makes Selling Easier
The Envelope Please...
The top 15 CRM software packages of 2002 as judged by ISM to be the most comprehensive and functional software suites.
Where does CRM fall on the org chart in most organizations? At my company it is part of the IT department. Is this the norm or is CRM more prevalent as a re-engineered sales group or even part of operations? Where does CRM fit in for the long term?
 
Hot Prospects
Bite Into This
 
MarketWatch
Let's Get Personal
 
Movers & Shakers
Gaurav Dhillon
Moving Forward With Lessons Learned
Keith Raffel
Tough Times Translate to Profits
 
In Closing
The Brand: As Powerful As It Ever Was
Some say CRM technologies may be the death of the brand. This news, however, has been greatly exaggerated.
 

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