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CRM Magazine: June 2007
Magazine Features
CRM's real truth requires enterprises to clean up -- reorganize -- customer information with data integration solutions, Web-services technology that integrates data applications.
Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems
Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs.
 
Front Office
I've noticed an unfortunate eagerness to view business intelligence as a business panacea.
 
Reality Check
Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.
 
Customer Centricity
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
 
The Tipping Point
There's a new playing field in customer experience management.
 
Pint of View
He'll saaaahck your braaaahnd.
 
Insight
One analyst says that Agassi was "a charismatic and highly visible driving force for change."
The onus is on marketers to go green through their actions, not their words, as consumers become more environmentally aware.
The retailers that focus on delivering a seamless customer experience have a markedly stronger chance of cultivating customer loyalty.
 
REAL ROI
Productivity improved with benchmarks for customer service.
Salesforce.com helps a company specializing in energy and security management services connect the field to the office.
A government site fosters community love through a fresh Web upgrade.
An outdoor recreational products maker cruises to better results with Sales Progress training.
 
Secret of My Success
A financial services firm turns to Hyperion to consolidate and analyze data from across the globe.
 
Re:Tooling
Business Problem: Valuable customer data is scattered throughout disparate data sources.
 

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