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CRM Magazine: November 2005
Magazine Features
Wireless immediacy allows enterprises to pursue CRM simplicity with powerful rewards for everyday functions.
Financial services firms have retargeted their investments in customer-facing processes and are reaping the rewards.
Speech recognition has struggled to move into the mainstream, but these applications are picking up where touch tone IVR leaves off.
 
Front Office
There's no question that when boomers retire their spending habits will change. However, this doesn't mean economic calamity for Wall Street, as several factors can help sustain the economy.
 
Reality Check
A tale of two companies' implementation experience--one sings, the other doesn't.
 
Customer Centricity
Capture cooperation and excitement around CRM technology for its full benefits.
 
The Tipping Point
Oracle's plan to acquire fallen CRM star Siebel Systems begs the question: Which company is next?
 
Pint of View
Customer relationship mismanagement gives us venal warm fuzzies.
 
Insight
Pitney Bowes' move to acquire the remaining outstanding shares of Firstlogic is part of the latest wave of data quality consolidation.
The basics behind service-oriented architecture.
Third generation--3G--technology is finally arriving after years of mishaps and delays.
CRM technology can help put the pieces back together.
Donna Fluss, principal of DMG Consulting, spoke with CRM magazine's Colin Beasty about her new book, "The Real-Time Contact Center."
Where are financial services providers in the CRM maturation process?
 
REAL ROI
Test to understand what compels customers to convert.
Lou Fusz Automotive Network turns to AVV from Autobytel.
Accenture turns to IEX's TotalView to manage three Indian call centers.
Eloqua's Marketing Conversion suite gives both divisions insight into what the other is doing.
SPSS Software provides quick analysis and answers.
Edmonton Airport installed IP-based technology to manage its phones, also helping safety levels and improving customer service.
 
Secret of My Success
 
Re:Tooling
Business Problem: Decision-makers have no insight into marketing effectiveness.
 

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