March 2006

CRM Magazine: March 2006

Magazine Features

Social Networking: Getting in Touch the CRM Way

CRM magazine explains technology that will understand and leverage your relationship capital.

by Marshall Lager

Retail's Two Worlds: Tips on Integrating Online and Offline Channels

Retailers are in transition as they balance customer experience in the store and on the Web.

by Colin Beasty

Keeping Balance in the Center

Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.

by Coreen Bailor

Thinking Outside the (Mail)box

Creativity and quirkiness are influencing alternative marketing strategies.

by Alexandra DeFelice

Front Office

Marketing Needs Compassionate Marauders

Consumers are growing more frustrated with and resistant to companies.

by David Myron

Reality Check

It May Cost More Than You Think

Many companies say their CRM system implementations are surpassing their initial time and budget expectations.

by Jim Dickie

Customer Centricity

After Transactional Systems

The next step in CRM is to incorporate customer feedback.

by Denis Pombriant

The Tipping Point

The Scientific Reason for CRM Failure, Part 1

Part 1: Understanding resistance

by Natalie Petouhoff

Insight

Striking Back with 311

The 311 framework allowed the agency to ramp up its agent pool from 500 to about 900, with employees from other departments and agencies.

by Coreen Bailor

NYC Rides With Telecommuting

Employees work from home, maintaining a business-as-usual approach, as the 2005 transit strike halts the public transportation system.

by Coreen Bailor

SaaS: Opening the Hatch(ery)

Incubators are teaching on-premise vendors how to host.

by Marshall Lager

Market Focus: Automotive: Driving Relationships

Track after-the-sale customer issues, because 'It's not just about products.'

by Alexandra DeFelice

Statistically Speaking

by Coreen Bailor

Better Safe Than Sorry

Backing up data today helps ensure recovery tomorrow.

by Colin Beasty

REAL ROI

A Wireless Emergency

"The biggest key to getting customers to buy is a quick response."

by Colin Beasty

A Solution That's a South Sea Breeze

Unifying customer touch points helps a hotel company specializing in the South Pacific tourism industry reduce costs and boost agent utilization.

by Coreen Bailor

CRM 'At the Highest Level'

A Christian bookstore uses marketing campaign management to improve customer relationships.

by Alexandra DeFelice

Compensation Problems? Please Hold for Callidus

Sprint rings up experts to revamp its commission payment system.

by Marshall Lager

Secret of My Success: Getting More for the Money

Citizens National Bank turns to a smaller CRM company for bigger results.

by Mark Singleton, president and CEO of CNB; as told to Colin Beasty

Re:Tooling

Tech Solution: Web-Survey Systems

Business Problem: A company has little insight into timely customer or employee feedback.

by Colin Beasty

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