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CRM Magazine: June 2003
Magazine Features
March 18, 2003. Just another day. Or was it? To those in the CRM industry it was one more opportunity to improve customer service, streamline CRM processes, and build revenue. CRM magazine hit the road that day and shadowed people throughout the United States who are immersed in CRM: executives at four customer companies, including sales, marketing, contact center, and IT folks; two analysts; the CTO and a sales manager of an integration firm; and a key account salesperson for an enterprise CRM vendor. The goal was to uncover the role CRM plays in their jobs and for their companies on a typical day. What we found was anything but ordinary. Following is our inside look at a day in the life of CRM.
 
Front Office
 
Reality Check
Channel partners are salespeople, too. It's time we recognize the relationship for what it actually is.
 
Insight
When it comes to CRM size matters, but that doesn't mean bigger is better.
 
REAL ROI
As in any relationship, being considerate and responsive goes a long way towards developing devotion.
The system is called OSCAR (Optimus Solutions Customers and Relationship Manager), and is used for all of the company's contact management and sales force automation.
FSC executives were so pleased with its first CRM project that they happily took on a second. But delivering access across the enterprise proved to be a challenging workflow problem.
 
Secret of My Success
How Erik Seoane, director of service delivery for Intuit's Turbo Tax, convinced the company's CIO and CFO to embrace CRM.
 
Hot Prospects
 
Straight Talk
Hello instant connectivity and contact customer access.
 

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