CRM Magazine: December 2007
Magazine Features
It's All Coming 2.0gether
As 2007 ends, and 2008 looms ahead of us, patterns are beginning to emerge: The future of business may not be in the hands of the executives, but those of the customer instead. And yet, hasn't it always been that way?
Power to the People
Now that consumers can create content of their own, marketers no longer control the message. If you can't lead the conversation, you'd better learn how to be part of it.
Speak Up!
11 strategies to ensure that you're hearing your customers loud and clear.
 
Front Office
Social Networking: The Harbinger of Trust
The one overarching trend that will likely make an indelible mark on customer-centric strategies will involve social networking in a big way.
 
Reality Check
Playing at the Speed of the New
When online businesses put customer feedback to use quickly, customers begin to expect it from all companies.
 
Customer Centricity
The Democratization of Technology
New systems will unleash a new round of creativity in business applications.
 
The Tipping Point
Mastering Customer Records
How services-oriented architecture will shape the future of CRM: Part One in a four-part series.
 
Pint of View
The Dark Side of the Search Engine
Will a sage oracle sap your nice salesforce?
 
Insight
SAP's Midmarket Design
SAP Business ByDesign is the company's new on-demand midmarket product; much of its success hinges on SAP's channel strategy.
A Shift in SAP's Growth Strategy: Buy Big to Get Bigger
The company's planned acquisition of analytics powerhouse Business Objects represents the largest in company history.
The Buyer Is Your Owner
Forward thinkers come together to learn how customers are changing the business landscape/
Prime Time for Streaming TV
National networks are distributing TV online to increase consumer touch points, but what does that mean for network affiliates?
The Word on the Floor
Various polls at the Association of National Advertisers Conference in Phoenix in early October asked for attendees' anonymous participation through electronic polling devices. Here are some of the results.
The Pulse
What do you think of viral marketing?
Market Focus: Energy/Utilities -- Speaking Truth to Power (Companies)
Analytics are increasingly leveraged for insight into customer behavior.
Required Reading: Service with a (Real) Smile
 
REAL ROI
Document Management That's a Breeze
An international provider of air compressors gets Longwood Software to pump up its extensive library.
Customers Gain Traction with Off-Road Vehicles
In the business of producing all-terrain vehicles (ATVs) and motorcycles, customer service can get downright dirty.
Getting Connected with Surveys
Covad achieves fat customer satisfaction with HyperQuality.
Mobile Data Gets Better Reception
With Antenna Software, the sales force for satellite-service provider DirecTV gets information when it's most needed.
 
Secret of My Success
Predicting Debt
One of Michigan's largest energy providers turns to Intelligent Results to analyze the state's bankruptcy-stricken population.
 
Re:Tooling
Tech Solution: Defect-Tracking Software
Business Problem: A business is unable to track product-defect issues across development teams and customers.
 

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