October 2002

CRM Magazine: October 2002

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Magazine Features

The World According to Tom

Why he is not the king of the customer. Why SAP and Oracle are lying. And why the ASP model won't work.

by Elliot Markowitz

Microsoft Battles for Enterprise Acceptance of .NET

The mid-market is embracing the behemoth's architecture, but enterprise vendors are opting for Java-based development to implement Web services.

by Lisa Picarille

Taking A Bite Out of Crime in Florida

Federal, state, and local governments have discovered the benefits of CRM and are using it to interact with and serve their constituencies.

by David Myron

Industry Overview

The Evolution of the Call Center

by Jason Compton

Contact Center Best Practices

Avoiding the Attack of the 50-Foot Customer

by Mark Leon

Trends and Technology

Call Center Technology Steps Up

by Jason Compton

Achieving ROI

Profits on the Line

by John Berry

In-House vs. Outsourcing

Do You Dare to Do-it-Yourself?

by Ramin Ganeshram

Front Office

Let's Just Say TTFN

by Elliot Markowitz

Reality Check

What Are You Really Buying?

Call it vendor selection, not package selection, please

by Paul Greenberg

REAL ROI

How Configuration Tools Build Sales

by Lisa Picarille

Customer Care

Making Business Immediate

10 steps for creating the real-time enterprise

by Barton Goldenberg

The Edge

PATRIOT Act Takes Aim at the Financial Sector

Knowing your customer has become more than a business imperative.

by David Myron

Genesys CEO: Mid-market Is the Market

Ad Nederlof unveils the call center vendor's major push.

DCI Attendance and CRM on the Rise

Industry growth is measured by those who buy in, not by vendor consolidation.

by David Myron

Global Takeover

EDS is arming itself for international expansion.

Movers & Shakers

Dianne Durkin

An Infectious Attitude

by Lisa Picarille

Paul Shorthose

On the Fast Track in the Promised Land

by David Myron

In Closing

Would You Like Some Fries With That Shake?

As the contact center evolves, cross-selling and upselling grow in popularity among companies--but not necessarily among customers.

by Ginger Conlon

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