December 2005

CRM Magazine: December 2005

Magazine Features

The Year in (P)review

Looking back, and to the future: CRM trends and events to watch.

by Marshall Lager

A Healthy Dose of CRM

Healthcare organizations are striving to improve customer relationships in three critical ways.

by Alexandra DeFelice

11 Ways to Ensure CRM Success

We asked consultants to list some common CRM mistakes, and to then advise readers on how to avoid them.

by Colin Beasty

Front Office

Straighten Up and Fly Right

A bad customer experience is only the beginning of a much bigger problem for sizeable airlines.

by David Myron

Reality Check

What's Hot, What's Not, and What's Next

At year end we evaluate the impact of SaaS, Siebel, and knowledge sharing and analytics.

by Jim Dickie

Customer Centricity

A Word Is Worth a Thousand Pictures

Mine the rich source of customer information that lies buried in recorded calls.

by Paul Stockford

The Tipping Point

Goodbye ROI

It's time to alter how we think about financial rewards from technology investments--not all rewards are tangible.

by Denis Pombriant

Pint of View

CRM the Santa Way

ERP (elf resource planning)

by Marshall Lager

Insight

Oracle and Siebel: What Does It Mean for Customers?

End-users are looking for answers as they wait for the planned acquisition to close.

by Alexandra DeFelice

The Making of Oracle: A Timeline

Consultants Are Standing By

Siebel and Oracle partners try to relieve customer headaches.

by Coreen Bailor

The Competitive Threat

SAP, Onyx, and others look to seduce leery customers.

by Marshall Lager

Oracle's Quest for Siebel: Where Does NetSuite Stand?

Commoditized technology puts the on-demand player in a 'pretty strong' position.

by Coreen Bailor

Oracle's First Fusion App

Oracle plans to release its first fused application in January 2006.

by David Myron

destinationCRM Dashboard

For the full stories and more news, visit destinationCRM.com

Quotables: All About Oracle

Culled observation and opinion.

REAL ROI

CSAA Steers Its Performance Management

To ease supervisors' time-intensive data-collection method, the organization created an in-house tool.

by Coreen Bailor

From Sight to Insight

A vision-correction practice integrates with GoldMine for sharp results.

by Marshall Lager

Self-Service Gets Graphic

A reworked support blueprint leads to a near perfect self-service rate.

by Coreen Bailor

Cleaning a 75 Million Name Database

A large publishing company turned to data cleansing to power up its enormous customer database.

by Colin Beasty

A Web Site Gets the Royal Treatment

Optimizing an online booking channel helped to boost hotel reservations.

by Alexandra DeFelice

Cost Reduction Gets a Dutch Touch With Data Mining

"We were really surprised the way such an amount of money [was] saved by implementing a data mining tool."

by Alexandra DeFelice

Building by Bits Unblocks ROI

Gathering far-flung customer information solidifies a development model.

by Colin Beasty

Secret of My Success

Secret of My Success: Cendant Car Rental Group

by Scott Deaver, executive vice president of marketing, as told to Colin Beasty

Re:Tooling

Tech Solution: Sales Forecasting Tools

Business Problem: Managers can't predict the sales pipeline.

by Colin Beasty

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