CRM Magazine: May 2003
Magazine Features
Get With the Program
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.
Who's the Boss?
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.
Smooth Operators
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.
Overly Ambitious
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
Love Is in the Air
 
Reality Check
Can We All Learn to Sing Around the CRM Campfire?
Will we ever learn to modify our behavior, learn to collaborate around integrated data files that contain the bits of customer information?
 
Insight
Big Deal
Merrill Lynch signs a five-year CRM contract.
Developers Jump on Microsoft CRM Bandwagon
News in Brief
Heard and Overheard
Vertical Focus: Retail
Required Reading
Hot Seat: Fred Weirsema on Leadership
Market Watch: SFA
Got Workforce Management?
 
REAL ROI
Batting 1.000
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.
CRM in ACTION: Streamlining Customer Contact
The Cost of Isolated Data
CRM in Action: Centralize Valuable Sales Data
 
Secret of My Success
Quality, Not Quantity
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
IN BETA: ChannelWave Moves Beyond PRM
IN BETA: Good Advice
IN BETA: Don't Call Me, I'll Call You
New & Noteworthy
 
Straight Talk
Is Less Better Than More?
Small CRM implementations are often more successful than large ones.
 

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