CRM Magazine: March 2002
Magazine Features
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.
Hilton's customers can rest easy knowing the hotel chain has no reservations about delivering outstanding service.
How companies can rev up rules engines to drive up profits.
Using CRM to bolster loyalty and keep customers from switching to the competition
Front Office
Adam Klaber sits atop a $1 billion-plus CRM practice at one of the world's biggest consultancies.
Reality Check
The biggest impediment to CRM in a bad economy isn't the budget.
A dose of technology revives one healthcare insurance firm
Customer Care
Avoid overselling by finding the optimal telemarketing contact frequency.
The Edge
Its push for collaboration across the enterprise may require some catching up for the CRM latecomer.
A WSG survey uncovers the primary roadblocks companies face when implementing CRM.
Financial Firms Tap Breaks On CRM Spending
SafeHarbor leads with Web self-help for customer service.
The top 15 CRM software packages of 2002 as judged by ISM to be the most comprehensive and functional software suites.
Hot Prospects
Movers & Shakers
Moving Forward With Lessons Learned
Tough Times Translate to Profits
In Closing
Some say CRM technologies may be the death of the brand. This news, however, has been greatly exaggerated.

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