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CRM Magazine: December 2005
Magazine Features
Looking back, and to the future: CRM trends and events to watch.
Healthcare organizations are striving to improve customer relationships in three critical ways.
We asked consultants to list some common CRM mistakes, and to then advise readers on how to avoid them.
 
Front Office
A bad customer experience is only the beginning of a much bigger problem for sizeable airlines.
 
Reality Check
At year end we evaluate the impact of SaaS, Siebel, and knowledge sharing and analytics.
 
Customer Centricity
Mine the rich source of customer information that lies buried in recorded calls.
 
The Tipping Point
It's time to alter how we think about financial rewards from technology investments--not all rewards are tangible.
 
Pint of View
ERP (elf resource planning)
 
Insight
End-users are looking for answers as they wait for the planned acquisition to close.
Siebel and Oracle partners try to relieve customer headaches.
SAP, Onyx, and others look to seduce leery customers.
Commoditized technology puts the on-demand player in a 'pretty strong' position.
Oracle plans to release its first fused application in January 2006.
For the full stories and more news, visit destinationCRM.com
Culled observation and opinion.
 
REAL ROI
To ease supervisors' time-intensive data-collection method, the organization created an in-house tool.
A vision-correction practice integrates with GoldMine for sharp results.
A reworked support blueprint leads to a near perfect self-service rate.
A large publishing company turned to data cleansing to power up its enormous customer database.
Optimizing an online booking channel helped to boost hotel reservations.
"We were really surprised the way such an amount of money [was] saved by implementing a data mining tool."
Gathering far-flung customer information solidifies a development model.
 
Secret of My Success
 
Re:Tooling
Business Problem: Managers can't predict the sales pipeline.
 

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