CRM Magazine: April 2002
Magazine Features
The U.S. Government turns to data management firms to keep tabs on terrorists.
Despite some headway, implementing CRM is still a daunting task.
Common sense says so, but finding a successful wireless CRM implementation is anything but common.
Front Office
Reality Check
When companies purchase an application, they're buying the vendor.
Joe Auto uses CRM to polish the image of the automotive repair business.
Customer Care
Companies must build on CRM excellence to become real-time enterprises.
The Edge
IBM is implementing a system accessible by 75,000 sales and support employees.
Executives contend that CRM is about bringing suppliers, employees, and customers closer.
Swiss CMS vendor Obtree looks to break into the U.S. market through OEM partners.
The SMB market is the next hot spot for CRM.
Vendors line up in droves to partner with the software giant.
Pivotal chief is poised for a mid-market takeover.
Many CRM services firms lag in brand recognition.
A.T. Kearney advocates thinking of customers in terms of a lifecycle, much like a product lifecycle.
Movers & Shakers
Driven (by Paranoia) to Succeed
It's All in the Operations
In Closing
Decrease costs and increase sales by targeting the right audience.

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