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CRM Magazine: May 2003
Magazine Features
Companies that ignore the culture change required for any CRM initiative to succeed do so at their peril. Here's how culture relationship management facilitates CRM.
In Why CRM Doesn't Work: How to Win by Letting Customers Manage the Relationship, author Frederick Newell reminds us who should really be in charge.
The stories of three contact center vendors that have put a great deal of thought into finding CRM tools that help them achieve their strategic goals.
As the vice president of marketing for Hewlett-Packard, Overly is in his Indianapolis office by 4:30 a.m. every business day. Yes, every day. And on weekends Overly is up before the sun to cram in several hours of work from his home office, on both Saturday and Sunday, before spending time with his family.
 
Front Office
 
Reality Check
Will we ever learn to modify our behavior, learn to collaborate around integrated data files that contain the bits of customer information?
 
Insight
Merrill Lynch signs a five-year CRM contract.
 
REAL ROI
Six years ago the White Sox organization realized that if it could get a better handle on its fan base--particularly season ticket holders and those looking for group tickets--it would lead to more sales and better customer retention.
 
Secret of My Success
Land's End Director of Marketing Operations Steph Mohlmann tells how the cataloger is able to get the right information to the right customer at the right time.
 
Hot Prospects
 
Straight Talk
Small CRM implementations are often more successful than large ones.
 

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