CRM Magazine: March 2005
Magazine Features
No-Tech CRM
How to improve customer satisfaction without relying on software, servers, and screen pops.
You've Got Questions, We've Got Answers
We went into the market to talk with CRM users about their main challenges, and then went back to industry experts for solutions. Here's what we found.
CRM Where You Least Expect It
Customer relationship management fits all shapes and sizes. The following case studies present the details of four organizations' CRM approaches.
Congratulations, You Are at Par: The New Four Ps
Excerpt from Passionate & Profitable: Why Customer Strategies Fail and 10 Steps to Do Them Right! By Lior Arussy (printed with permission from the publisher John Wiley & Sons)
 
Front Office
What Is CRM?
It's still about the people and the processes that drive the technology.
 
Reality Check
Let's Keep to the High Road
Learn from others' mistakes and stay focused on what's important.
 
Customer Centricity
Be a Bag
Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy.
 
Insight
The Pulse: Is your organization currently using or planning to use VoIP in your contact center?
What Price Loyalty?
Giveaways can buy transactions, but not necessarily commitment.
Is 2005 the Year for Wireless CRM?
Wireless network providers are consolidating at a brisk pace.
Who's Responsible for the Customer Experience?
Many companies remain indecisive about consolidating all service channels under a single umbrella of authority.
Oracle's Oyster
The PeopleSoft acquisition alters the software giant's competitive landscape.
The End of Independence?
Best-of-breed applications are feeling more pressure from full-suite solutions.
Heard & Overheard
Statistically Speaking
Required Reading: The Rich Are Different
They demand a different set of criteria to sell to than the general public.
Hot Seat: Will VoIP Reinvent the Contact Center? Why or Why Not?
"The extent of the changes will run the gamut."
 
Secret of My Success
CRM Helps With the Heavy Lifting for Movex
The self-service mover has improved its efficiency, profits, and customer satisfaction.
 
Analyze This
How to Strengthen Customer Exit Barriers
Top businesses use some of these nine strategies to increase customer loyalty.
 
Benchmark
When Sales Leaders Say No
At some point you must decide who runs your sales organization and how it will be run.
Revving Up Web Sales
Bill Marsh Auto selects SilkRoad's Web-cam technology to provide online shoppers with an in-person experience.
Call Centers 24x7 Goes Virtual
The contact center outsourcer implements Five9's hosted solutions to keep up with burgeoning business.
Managing the Minutia
An effective workforce management strategy increases service levels with less effort.
Sony Latin America Breaks Down Communication Barriers
Improving the company's touch points and data collection capabilities enhances marketing, sales, and service efforts.
 
Diary of a CRM Initiative
Trotting Out CRM Champions
Month 9: Recognition programs offset the tedium of data integration work.
 

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