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CRM Magazine: June 2005
Magazine Features
Nordstrom is the gold standard for customer service excellence -- and, amazingly, word of mouth is its primary marketing tool.
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
 
Front Office
In honor of the 100th issue of CRM magazine we bring you 100 proven CRM ideas--90 great ones and 10 not-so-great ones.
 
Reality Check
A new crop of services firms helps solve data-related frustrations.
 
Customer Centricity
Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools.
 
Pint of View
Celebrating the ultimate CRM professional.
 
Insight
"It's a certain kind of person who can work on their own without a lot of interaction, communicate by email, and gather information on their own."
A company's CRM system might make it vulnerable, but with risk comes opportunity.
The drug industry faces an uphill battle against counterfeiting, bootlegging, and eroding consumer confidence.
Wireless carriers must nurture existing customers, not just focus on attracting new ones.
A recent marketing conference reveals the need to reach multiple acculturation levels instead of targeting one large group.
 
Secret of My Success
M&As left remote access provider Tarantella in an information silo trance; a new CEO called on SalesLogix to cast a customer-centricity spell.
 
Analyze This
With mergers and acquisitions accelerating, consider these four strategies for protecting your company.
 
Benchmark
Customer response time has shrunken from hours and days to minutes.
The cable entertainment and broadband services company uses Siemens to merge its nine contact centers.
The University of South Florida supports an 800 percent IT increase by turning to RightNow.
OrderMotion fills Goldspeed.com's need for order-tracking and improved CRM.
The change means speedier information for newspaper advertisers and salespeople.
A hosted CRM solution improves opportunities and cuts costs.
 
Diary of a CRM Initiative
Month 12: To make good on its year-one deliverables Churchill Downs' CRM team must make believers out of everyone.
 

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