CRM Magazine: October 2002
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.
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.
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.
Industry Overview
The Evolution of the Call Center
Contact Center Best Practices
Avoiding the Attack of the 50-Foot Customer
Trends and Technology
Call Center Technology Steps Up
Achieving ROI
Profits on the Line
In-House vs. Outsourcing
Do You Dare to Do-it-Yourself?
 
Front Office
Let's Just Say TTFN
 
Reality Check
What Are You Really Buying?
Call it vendor selection, not package selection, please
 
REAL ROI
How Configuration Tools Build Sales
 
Customer Care
Making Business Immediate
10 steps for creating the real-time enterprise
 
The Edge
PATRIOT Act Takes Aim at the Financial Sector
Knowing your customer has become more than a business imperative.
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.
Global Takeover
EDS is arming itself for international expansion.
 
Movers & Shakers
Dianne Durkin
An Infectious Attitude
Paul Shorthose
On the Fast Track in the Promised Land
 
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.
 

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