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CRM Magazine: March 2005
Magazine Features
How to improve customer satisfaction without relying on software, servers, and screen pops.
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.
Customer relationship management fits all shapes and sizes. The following case studies present the details of four organizations' CRM approaches.
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
It's still about the people and the processes that drive the technology.
 
Reality Check
Learn from others' mistakes and stay focused on what's important.
 
Customer Centricity
Britain's leading handbag and accessories designer lets customers put their own identity on the products they buy.
 
Insight
Giveaways can buy transactions, but not necessarily commitment.
Wireless network providers are consolidating at a brisk pace.
Many companies remain indecisive about consolidating all service channels under a single umbrella of authority.
The PeopleSoft acquisition alters the software giant's competitive landscape.
Best-of-breed applications are feeling more pressure from full-suite solutions.
They demand a different set of criteria to sell to than the general public.
"The extent of the changes will run the gamut."
 
Secret of My Success
The self-service mover has improved its efficiency, profits, and customer satisfaction.
 
Analyze This
Top businesses use some of these nine strategies to increase customer loyalty.
 
Benchmark
At some point you must decide who runs your sales organization and how it will be run.
Bill Marsh Auto selects SilkRoad's Web-cam technology to provide online shoppers with an in-person experience.
The contact center outsourcer implements Five9's hosted solutions to keep up with burgeoning business.
An effective workforce management strategy increases service levels with less effort.
Improving the company's touch points and data collection capabilities enhances marketing, sales, and service efforts.
 
Diary of a CRM Initiative
Month 9: Recognition programs offset the tedium of data integration work.
 

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