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CRM Magazine: September 2006
Magazine Features
Viral marketing: The buzz that builds brands fast (pass it on).
WFO suite vendors offer call centers increased ease of use, improved staffing, and lower business costs via new product packages
The decision to implement one or the other CRM-solution model is a complicated one--here, a rundown of significant financial aspects to consider.
 
Front Office
When consumers' days are filled with all work and no play, it makes communicating with them even more difficult than usual.
 
Reality Check
The right training--not more training--paves the road to success.
 
Customer Centricity
Change in computing will not be limited to technology--it will influence business models for every company competing in the traditional software arena.
 
The Tipping Point
The bottom line on the theft and privacy of CRM data.
 
Pint of View
Facing the fourth "R"--retail.
 
Insight
Oracle's announcement of its intent to acquire Siebel raised doubts about how long Siebel's OnDemand alliance with IBM would last.
Has the software giant's on-demand application incubated for too long?
Analytics tools and methods can boost sales-closure rates by concentrating sales efforts.
Firms must struggle with compliance, fraud, and market saturation, while keeping improved customer experience top of mind.
CRM magazine's Colin Beasty spoke with Richard Gallagher about his book, Great Customer Connections.
The growing popularity of the Web site has marketers looking to blast off into the new social networking frontier. Will they crash in security and clutter issues?
 
REAL ROI
A ballet company sends a dirty database "en arriere" with QAS.
UCN helps a pharmacy benefit manager handle an expected uptick in call volume.
Active data warehousing trumps the traditional for Travelocity by supporting event-based decisions.
My Wedding Favors gets a major boost in convergence rates tying the knot with Kefta, a search-targeting solution provider.
 
Re:Tooling
Business Problem: A sales force is overwhelmed with the complexity of its company's products and service offerings.
 

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