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CRM Magazine: September 2005
Magazine Features
Between May 2004 and June 2005 CRM magazine checked in every two to three weeks with Churchill Downs Inc. to gauge the progress of the company's multiyear, multimillion CRM initiative. Vice President of CRM and Technology Solutions Atique Shah's CRM initiative diary shed light on the ups and downs that he and his team encountered during a hectic, and ultimately winning, year one. In the course of these discussions Shah regularly mentioned CRM's warning bells, some of which sounded, some of which remained blessedly silent. We return to the site of the Kentucky Derby's parent company to examine the seven warning bells and to flesh out year-one lessons that will help other CRM project managers improve their odds of success.
Here, a guide to uncovering the bounty buried in your data warehouse.
Hosting, performance evaluation solutions, and a creative call center layout help telecoms improve their customer relationship efforts.
 
Front Office
Identity theft victims' assurance of security reflects comfort levels with online banking, and not their loyalty to a particular bank.
 
Reality Check
These five business drivers will propel real-time CRM.
 
Customer Centricity
Fear keeps many workers from reaching their full level of commitment and productivity.
 
The Tipping Point
Companies are moving to converged prepaid and postpaid billing systems to support all customer payment preferences.
 
Pint of View
CRM the Mongol way, and we ain't talkin' pencils.
 
Insight
Financial woes behind it, the company is focusing on new products and brand awareness.
Version 3.0 focuses on the SMB market with hosting options, Outlook integration, and marketing automation tools.
Companies are undervaluing the channel as more customers seek support.
EFM solutions are replacing the old-school method of customer feedback.
Use online journals to eliminate status calls and leverage team resources.
 
REAL ROI
"Through the call center we are able to be more precise...in the evaluation of a problem."
Office automation meets SFA with ACT! and WiredContact.
Telus rings in more work with 25 percent fewer people by monitoring individual performance.
A hotel group selects Voxify to provide callers with a consistent customer experience.
eSuds eliminates the guesswork around college washing machines' availability.
BranchIT helps a global firm leverage its relationships to better serve clients.
 
Re:Tooling
Business Problem: Customer satisfaction levels are too low and agents are not sufficiently cross- and upselling products.
 

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