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A Slice of the Good Life: Introduction
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.
A Slice of the Good Life: Washington, D.C.--AARP
Labor of Love
A Slice of the Good Life: Boston Analyst
A Slice of the Good Life: Dallas--Ascendix Technologies
Great Teams Think Alike
A Slice of the Good Life: Philadelphia--Greater Philadelphia Tourism and Marketing Company
Sales in the City
A Slice of the Good Life: San Francisco--SymphonyRPM
A Slice of the Good Life: Rockford, IL--Rapid Granulator
A Solid Foundation
A Day in the Life of CRM
PRM Is Not So Different From CRM After All
Channel partners are salespeople, too. It's time we recognize the relationship for what it actually is.
Good Things Come in Small Packages
When it comes to CRM size matters, but that doesn't mean bigger is better.
Hosts With the Most (Partners, That Is)
Vertical Focus: High-Tech
News in Brief
Heard and Overheard
Hot Seat: Ruth Fornell on Data Quality
Market Watch: Marketing Automation
CRM Defined: Real-Time Enterprise
PeopleSoft Dives Into the Mid-Market
Feel the Love
As in any relationship, being considerate and responsive goes a long way towards developing devotion.
HOT PROJECTS: Analytics
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.
One CRM Success Leads to Another
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.
CRM in Action: Creating Cost Savings
Secret of My Success
Scoring With an Inside Pitch
How Erik Seoane, director of service delivery for Intuit's Turbo Tax, convinced the company's CIO and CFO to embrace CRM.
Erik Seoane, as told to Ramin Ganeshram
The Never-Ending Story
A Pivotal Release
New & Noteworthy
Hello instant connectivity and contact customer access.
Salesforce.com Announces Salesforce Inbox Calendar
Analytics Give Companies Important Competitive Advantages
Drive High-Velocity Selling Through Salesforce
YourMembership Releases SocialLink
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
Delivering Certainty Through In-Depth Analysis of Enterprise Technology, IT, Marketing & Media Trends
Coming August 30th: "Extreme Call Deflection: Utilizing your Digital Arsenal"
While the phone still remains the most popular safety net for customer service, it's not the consumer's first choice. Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can't get what they need done on the website. Register for this free webinar and you will learn how to deal with extreme call deflection.
Coming September 7th: "Outperform Through Analytics: Understand Your Business, Optimize Your Resources, Satisfy Your Customers"
Join this webinar and learn how Qlik helped HDFC see the whole story within its data, increase end-to-end understanding of its business, and better leverage resources, resulting in cost savings, reduced customer response times and improved satisfaction, and increased growth, making HDFC Life one of the top private life insurance providers in India.
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