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CRM Magazine: February 2008
Magazine Features
With customer loyalty an ever-more-fleeting commodity, businesses must deliver consistent -- and consistently high-quality -- service. In the five stages that define CRM maturity, is your company among the leaders? Not knowing means you're not there yet.
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Your sales force and your technology staff may not respect each other's turf, but you'd better broker a truce if you want your business to thrive.
A pristine customer database -- names, addresses, phone numbers, all neat and clean -- is only the first step. Now you have to market to certain parts of that group: How do you carve out just the right piece of the pie?
 
Front Office
Despite all the buzz around CRM 2.0 and Web 2.0, companies, on average, have been stuck in place for two years.
 
Reality Check
Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM?
 
Customer Centricity
Before managers can tackle primary goals, obstacles must be overcome.
 
The Tipping Point
You may think you are, but the truth is this: Size matters.
 
Scouting Report
What you need to know about quality management and liability recording solutions.
 
Pint of View
There's smoke, but maybe not fire, in the world of product image.
 
Insight
SAP and Microsoft make big moves to embrace smaller customers.
Can marketing overcome the customers who talk about you?
Though marketing seems committed to its customer-centric approach, opinion is divided on which specific trends will dominate this year.
On-demand CRM remains an ongoing challenge, but social networking promises to be the real wild card.
What are your company's plans regarding data quality?
 
REAL ROI
Origen Financial turns to automation to minimize a mountain of mortgage paperwork.
A Web-based solution helps Molex Premise Networks log project, customer, and contact information.
Impact 360 helps to forecast warmer service for a southeastern telecom's "snowballing" contact center.
Marketo smooths out pay-per-click campaigns that were costing more (and producing less) than they should.
 
Secret of My Success
Silicon Image's HDMI unit used Oracle iStore to handle a growing licensing business.
 
Re:Tooling
Business Problem: Marketing needs to manage the back end to free up time better spent delivering relevant creative material and addressing individual customer needs.
 

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