CRM Magazine: June 2005
Magazine Features
A Century of Customer Love
Nordstrom is the gold standard for customer service excellence -- and, amazingly, word of mouth is its primary marketing tool.
100 Proven CRM Ideas, Part 1
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
100 Proven CRM Ideas, Part 2
...successful and disastrous: 90 bright ideas for your CRM strategy and 10 dim ones to avoid. Edited by David Myron
 
Front Office
100 Reasons to Read This Issue
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 Little Help From Your Friends
A new crop of services firms helps solve data-related frustrations.
 
Customer Centricity
Workforce Optimization's Missing Link
Companies should strengthen their workforce optimization strategy with the addition of efficient agent selection tools.
 
Pint of View
It's Hard Out Here For a Manager
Celebrating the ultimate CRM professional.
 
Insight
Virtual Contact Centers Need Some Fine-Tuning
"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."
Fear and Loathing in the Database
A company's CRM system might make it vulnerable, but with risk comes opportunity.
Show Me Where It Hurts
The drug industry faces an uphill battle against counterfeiting, bootlegging, and eroding consumer confidence.
Statistically Speaking
Carrier Consolidation Continues
Wireless carriers must nurture existing customers, not just focus on attracting new ones.
Required Reading: Value Thy Customers
The Pulse: Which best describes your agent pool?
destinationCRM Dashboard
On the Scene: Understanding Hispanic Culture
A recent marketing conference reveals the need to reach multiple acculturation levels instead of targeting one large group.
 
Secret of My Success
Tarantella
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
What's Your Response to Industry Consolidation?
With mergers and acquisitions accelerating, consider these four strategies for protecting your company.
 
Benchmark
Driving Sales With Lead Management
Customer response time has shrunken from hours and days to minutes.
SusCom Serves Up Centralization
The cable entertainment and broadband services company uses Siemens to merge its nine contact centers.
A College Learns a Thing or Two From CRM
The University of South Florida supports an 800 percent IT increase by turning to RightNow.
Fast-Selling Bling
OrderMotion fills Goldspeed.com's need for order-tracking and improved CRM.
Internet-Based GIS Applications Provide Faster Customer Service
The change means speedier information for newspaper advertisers and salespeople.
OnDemand Delivers for InFact
A hosted CRM solution improves opportunities and cuts costs.
 
Diary of a CRM Initiative
The Race Won, the Payout Begins
Month 12: To make good on its year-one deliverables Churchill Downs' CRM team must make believers out of everyone.
 

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