CRM Magazine: October 2002
Magazine Features
Why he is not the king of the customer. Why SAP and Oracle are lying. And why the ASP model won't work.
The mid-market is embracing the behemoth's architecture, but enterprise vendors are opting for Java-based development to implement Web services.
Federal, state, and local governments have discovered the benefits of CRM and are using it to interact with and serve their constituencies.
The Evolution of the Call Center
Avoiding the Attack of the 50-Foot Customer
Call Center Technology Steps Up
Profits on the Line
Do You Dare to Do-it-Yourself?
Front Office
Reality Check
Call it vendor selection, not package selection, please
Customer Care
10 steps for creating the real-time enterprise
The Edge
Knowing your customer has become more than a business imperative.
Ad Nederlof unveils the call center vendor's major push.
Industry growth is measured by those who buy in, not by vendor consolidation.
EDS is arming itself for international expansion.
Movers & Shakers
An Infectious Attitude
On the Fast Track in the Promised Land
In Closing
As the contact center evolves, cross-selling and upselling grow in popularity among companies--but not necessarily among customers.

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