Biographical Information

the Editors of CRM magazine

Articles for the Editors of CRM magazine

How to Align CX and Design (Video)

Altimeter futurist and principal analyst Brian Solis discusses customer experience and design in this clip from his keynote at CRM Evolution 2018.

How to Ensure You Have the Right Data in Your CRM System (Video)

Not all data belongs in your CRM system; to serve your goals effectively, you need to have the right data, as Diolachan Consulting's Edward Garry explains in this clip from CRM evolution 2018.

How Tesla Gets Customer-Facing Process Right (Video)

ISM Founder and President Barton Goldenberg presents a case study on outside-in marketing and customer-facing process modeling in this clip from his presentation at CRM evolution 2018.

How External Data Can Complement Your CRM Solution (Video)

Diolachan Consulting's Edward Garry discusses the value of external data in this clip from his presentation at CRM evolution 2018.

9 Ways to Use Data to Understand Your Customers (Video)

ISM Founder and President Barton Goldenberg discusses how to leverage data effectively in creating targeted customer experiences in this clip from CRM evolution 2018.

What Are the Key Trends Impacting Customer Engagement? (Video)

SAP Customer Experience Vice President Volker Hildebrand discusses emerging trends affecting customer engagement and the growing impact of machine learning in this clip from CRM Evolution 2018.

How to Leverage AI for Proactive Customer Service (Video)

SAP Customer Experience Vice President Volker Hildebrand explains how companies can deploy machine learning for predictive maintenance and more proactive customer service in this clip from CRM Evolution 2018.

Why Your CRM Strategy Should Dictate Your Data Strategy (Video)

Diolachan Consulting founder Edward Garry explains why CRM strategy comes first in this clip from CRM evolution 2018.

The Case for Integrating CRM and Marketing Automation (Video)

X2CRM CEO David Buchanan explains why CRM and marketing automation systems should be integrated rather than silo'd in this clip from CRM evolution 2018.

The Best CRM Software, Solutions, Innovators, and Leaders: The CRM Market Awards 2018

Influential Leaders in CRM: The CRM Market Awards 2018

Join us in recognizing their achievements

The CRM Rising Stars Awards: Six Top Innovating CRM Companies for 2018

These vendors provide the products, services, and integrations that add up to innovation

The CRM Market Leaders Awards: The Best CRM Software and Solutions

Our finalist and winners in nine categories point the way forward with the latest products and capabilities hitting the market

The Best CRM Case Studies: The CRM Elite Customer Awards 2018

The user companies that demonstrate the power of a good solution

How to Use Data to Market Directly to Fans (Video)

Carolina von Schrader, Senior Manager, Revenue Strategy, the Washington Nationals, explains how using data to construct a 360-degree of your customer, can enable much better targeted marketing in this clip from her panel at CRM evolution 2018.

How to Design Chatbots that Deliver Good Customer Experiences (Video)

Pasquale DeMaio, General Manager, Amazon Connect, AWS demos Amazon Connect's Contact Flow Engine in this clip from his keynote at CRM evolution 2018.

How to Make Automated Customer Interactions More Engaging (Video)

AWS Head of Product, Language Tech Vikram Anbazhagan discusses four key elements of bot interactions that can increase customer engagement in this clip from his keynote at CRM evilution 2018.

How Amazon Connect's Open Platform Integrates with CRMs (Video)

Pasquale DeMaio, General Manager, Amazon Connect, AWS, explains how Amazon Connect works with both off-the-shelf and custom CRM systems in this clip from his keynote at CRM evolution 2018.

Why Startups Need to Focus on Resilient Revenue (Video)

IntelliPhi CEO Anand Thaker outlines the concept of renewable, resilient revenue and why it matters even to startups businesses in this clip from his presentation at CRM evolution 2018.

Is the Customer Data Platform the Pot o' Gold for B2B Marketers? (Video)

IntelliPhi CEO Anand Thaker explains how B2B marketers can leverage customer data platforms (CDPs) in this clip from his presentation at CRM evolution 2018.

The Case for Account-Based Marketing (Video)

IntelliPhi CEO Anand Thaker explains the value of integrated account-based marketing (ABM) for B2B operations in this clip from CRM evolution 2018.

Why Customer Experience is Now Your Biggest Brand Differentiator (Video)

SMB cofounder and partner Laurie McCabe explains how customer service and the customer experiences businesses create have become the defining features of their brands in this clip from CRM experience 2018.

VIDEO: What Are SMBs' Top Business Goals as Customer Expectations Change?

SMB Group Co-founder & partner Laurie McCabe explains how SMBs can continue to pursue their traditional business goals amid dramatic changes in customer expectations in this clip from CRM experience 2018.

VIDEO: What is the Right Mix of People, Process, and Tech in a Sound CRM Strategy?

ISM, Inc. President Barton Goldenberg breaks down the mix of people, process, and technology in a sound long-term customer engagement strategy in this clip from CRM evolution 2018.

VIDEO: Why Are Some Businesses Managing Digital Transformation Better Than Others?

ISM, Inc. President Barton Goldenberg discusses how and why some businesses have met the challenges of digital transformation better than others in this clip from CRM evolution 2018.

VIDEO: How to Better Serve Your Fan Base by Emphasizing Merchandising and Digital Content

WINNERS Director & Founder Fiona Green discusses merchandising and digital content strategies to extend the fan base experience beyond the arena in this clip from CRM evolution 2018.

VIDEO: How Clearly Do You Know Your Customer?

ISM, Inc. President Barton Goldenberg explains the importance of having a clear understanding of who your customer is to effective CRM in this clip from CRM evolution 2018.

VIDEO: How Can Businesses Adapt to Meet Future Customer Service Challenges?

Prophet Principal Analyst Brian Solis discusses emerging customer service challenges in this clip from his keynote at CRM evolution 2018.

VIDEO: How to Redesign the Fan Journey

SEAT CEO & Founder Christine Soffel discusses how professional sports organizations can use data to personalize the fan experience in this clip from CRM evolution 2018.

VIDEO: What's Your Roadmap for Multi-Year Customer Strategy Growth?

ISM Inc. president Barton Goldenberg explains why it's important to take the long view when developing a customer engagement strategy in this clip from CRM evolution 2018.

VIDEO: How to Contend with the New Normal in Customer Behavior and Relationships

Prophet Principal Analyst Brian Solis discusses the mobile-centric "new normal" and what it means in customer strategy in this clip from his CRM evolution 2018 opening keynote.

The 2018 CRM Service Awards: The Top Customer Service Software, Technology, and Leaders

Our 15th annual recognition of innovation and success in customer service

The 2018 CRM Service Leaders: The Top Customer Service & Call Center Software and Solutions

Our picks for the top customer service and call center solutions. The 15th annual CRM Service Awards recognizes the leading companies in customer service.

The 2018 CRM Service Rising Stars

Our 15th annual recognition of innovation and success in customer service

The 2018 CRM Service Elite Customers

Our 15th annual recognition of innovation and success in customer service

The 2017 CRM Market Awards: The Top CRM Software, Solutions, Visionaries, and Leaders

Read about the top visionaries, the best software and solutions, the top CRM implementations, and the companies that are helping to remake the industry.

The 2017 CRM Market Influential Leaders

Join us in recognizing their achievements

The 2017 CRM Market Rising Stars

These vendors provide the technologies, products, and services that keep the CRM industry vibrant and humming

The Best CRM Software and Systems: The 2017 CRM Market Leaders

Our finalist and winners in nine categories point the way forward with the latest products and capabilities hitting the market

The Top Three CRM Deployments of 2017: The 2017 CRM Market Elite Customers

The user companies that demonstrate the power of a good solution

The 2017 CRM Service Leaders

Our 14th annual recognition of innovation and success in customer service

The 2017 CRM Service Rising Stars

The 2017 CRM Service Elite Customer Companies

The 2016 CRM Market Leaders

Our finalist and winners in nine categories show the way forward with robust solutions, success in customer engagement, and smart strategies for the future.

The 2016 CRM Market Rising Stars

Whether you need to uncover customer data hidden in emails and texts or integrate mobile wallets into your marketing campaigns, our seven Rising Stars, and their innovative solutions, have got you covered.

The 2016 CRM Market Influential Leaders

This year's crop of visionaries includes a trail-blazing retailer, a cloud innovator, a social media maestro, and a trio of hospitality disruptors.

The 2016 CRM Market Elite Customers

The three Elite Customers demonstrate the power of using CRM to problem-solve, whether it's in service of an old-media company, a technology start-up, or a digital retailer.

Adobe Campaign Automates Cross-Channel Marketing to Put Customer Experience First

Adobe's Bridgette Darling explains the benefits of Adobe Campaign in this interview with CRM Media Publisher Bob Fernekees at CRM evolution 2016.

The 2016 CRM Service Leaders

Our 13th annual recognition of innovation and success in customer service

The 2016 CRM Service Rising Stars

The 2016 CRM Service Elite Customer Companies

The Cohort Report

An overview of generational differences in consumer buying and behavioral trends

The 2015 CRM Market Elite Customer Companies

Our four winners all demonstrate that a wise investment in technology can do wonders for operating costs and efficiency—and for your bottom line.

The 2015 CRM Market Leaders

Our finalists and winners in nine categories have what it takes to achieve success in all areas of CRM, whether it's building a powerful solution, pleasing customers, or charting a smart course.

The 2015 CRM Market Rising Stars

This year's crop of vendors have identified key areas of innovation—mobility, artificial intelligence, C2B—and are building solutions and partnerships to leverage them.

The 2015 CRM Service Awards: Service Elite

Each of our three Elite winners—a retail giant, a charitable organization, and a government agency—combined solid strategies and clear goals to better serve their client base.

The 2015 CRM Service Awards: Rising Stars

Our six Rising Stars proved their dedication to improving customer service via a variety of channels.

The 2015 CRM Service Awards

Read about the industry leaders, rising stars, and companies that have successfully implemented service customer service solutions and whose accomplishments and contributions have made them winners in the CRM world this year.

The 2015 CRM Service Awards: Service Leaders

Our 12th annual Service Leader awards honor the innovative companies behind the developments in cloud offerings, chat software, search capabilities, mobile solutions, and other technologies that have had a significant impact on the customer service industry over the past year.

The 2014 CRM Influential Leaders

Whether their contributions are longstanding or just now being felt, these five visionary individuals have the potential to shape the industry's future.

The 2014 CRM Elite

Finding the right tool to help your business achieve measurable results is not easy. Wise solution implementations have helped our four winners see their businesses boom.

The 2014 CRM Rising Stars

The vendors we honor made significant advances in a variety of areas this year, giving clients of all kinds the opportunity to grow and compete in a challenging business environment.

The 2014 CRM Market Leaders

Paving the way for success throughout all areas of CRM, our finalists and winners in 10 categories exhibited strategies and innovation this year that put them at the top of their game.

The 2014 CRM Service Elite

The 2014 CRM Rising Stars

The 2014 CRM Service Awards

The 2014 CRM Service Leaders

The 2013 CRM Elite

The 2013 CRM Influential Leaders

The 2013 CRM Rising Stars

The 2013 CRM Market Leaders

CRM Service Awards: Service Elite

CRM Service Awards: Rising Stars

CRM Service Awards: Service Leaders

Oracle Recognizes the Need for Change

Mark Hurd is no stranger to big success. In his five years as president and CEO of HP, he was credited with righting the company's financially struggling ship. Now, starting his third year as president of Oracle, he is steering yet another big ship on a completely new course.

The 2012 CRM Elite

The 2012 CRM Influential Leaders

The 2012 CRM Rising Stars

The 2012 CRM Market Leaders

The 2012 Service Leaders

The 2012 Rising Stars

The 2011 CRM Influential Leaders

The 2011 CRM Rising Stars

The 2011 CRM Elite

The 2011 CRM Market Leaders

The 2011 Service Elite

The 2011 Service Leaders

The 2011 Rising Stars

The 2010 CRM Market Awards - Introduction

Join us in in congratulating the vendors leading the marketplace across 10 categories; eight Rising Stars making their presence felt; eight Influential Leaders inside and outside CRM; a long-overdue induction into the CRM Hall of Fame; and, best of all, four companies using CRM to connect with their customers.

CRM Magazine Announces Winners of 2010 CRM Market Awards

CRM Evolution '10: As CRM magazine's annual conference gets under way, the ninth annual awards honor companies, customers, and industry visionaries for successes in the CRM marketplace over the previous 12 months.

Required Reading: Can Your Customer Be Your BFF?

A new book examines what it takes to engender the strongest kind of customer loyalty.

V Is for Victory—But the Victory Isn't Yours

The V also stands for vendor—as in vendor relationship management, which argues that customers are the ones in control of their relationships.

The 2010 CRM Service Awards: Introduction

The 2010 CRM Service Awards: Service Leaders -- Introduction

The 2010 CRM Service Awards: Rising Stars -- Introduction

The 2010 CRM Service Awards: The Service Elite -- Introduction

CRM Magazine Announces Winners of 2010 CRM Service Awards

Companies, customers, and visionaries honored for successes in the service industry over the previous 12 months.

All for One, and One for All

A special Salesforce.com edition of Real ROI.

The Next Billion: A CRM Magazine Special Report

In 1999, Marc Benioff's Salesforce.com went looking for the end of software, and a decade later found its first billion-dollar year. Now it's looking for the next billion.

The 10-Year Timeline

A look back at the peaks and valleys (and more peaks) of Salesforce.com's first decade.

CRM Evolution '09: All the Links You Need

CRM Evolution '09: Your one-stop shop for all the news and coverage coming out of CRM magazine's annual conference in New York.

The 2009 CRM Market Awards - Introduction

We cover CRM every month, of course, but this month is special. This is when we pull out all the stops to recognize excellence—the vendors leading the marketplace across 10 categories; six Rising Stars making their presence felt; eight Influential Leaders inside and outside CRM who are changing the direction of the industry; and, best of all, four companies using CRM to connect with their customers.

The 2009 CRM Market Awards: The 2009 Influential Leaders

In the age-old battle between dreamers and visionaries, visionaries win out every time. The eight individuals honored this year may not be the biggest names in CRM — well, not all of them, anyway — but there's no doubt each one sports a powerful vision.

The 2009 CRM Market Awards: The 2009 Rising Stars

Six on the rise in 2009

The 2009 CRM Market Awards: The 2009 Market Leaders

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Enterprise Suite CRM

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Midmarket Suite CRM

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Small-Business Suite CRM

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Sales Force Automation

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Incentive Management

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Marketing Solutions

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Business Intelligence

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Data Quality

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Open-Source CRM

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 Market Leaders - Consultancies

CRM magazine's eighth annual Market Leader awards rate the top five companies in 10 categories.

The 2009 CRM Market Awards: The 2009 Elite

The four customer implementations deemed most worthy this year.

CRM Magazine Announces Winners of 2009 CRM Market Awards

Companies, customers, and industry visionaries honored for successes in the CRM marketplace over the previous 12 months.

Feedback: August 2009

Readers tell us what they think of "social" technologies.

Feedback: July 2009

A reader offers a Pre-view on smartphones, and "Pint of View" generates some responses.

Who Owns the Social Customer?

CRM magazine's in-depth report on the state of social media in CRM.

Social Media from A to Z

An alphabetical glossary of what you need to know about social media.

Maturity and Social Media: You'll Be Social (Soon)

CRM magazine's Social Media Maturity Model, the launching pad for a discussion of the next five years of social media.

The 2009 CRM Service Awards: Rising Stars -- Introduction

The five companies we cast an approving eye on -- some names that might be new to you, but at least one that will be all too familiar, in a different context.

The 2009 CRM Service Awards: Rising Stars -- Get Satisfaction: Socializing Your Service

Get Satisfaction enables customers to connect with companies—and receive "people-powered customer service" in return.

The 2009 CRM Service Awards: Rising Stars -- Helpstream: Ministering to the Masses

Helpstream brings the community into customer service.

The 2009 CRM Service Awards: Rising Stars -- Parature: Gaming the System

On-demand customer service provider Parature expands from interactive gaming to target firms of all sizes.

The 2009 CRM Service Awards: Rising Stars -- Salesforce.com: Clouding Up the Scene

CRM veteran Salesforce.com utterly revamps its service offering through acquisition and innovation.

The 2009 CRM Service Awards: Rising Stars -- Sword Ciboodle: Crossing the Pond

Sword Ciboodle—the former Graham Technology—plants a flag in North America.

The 2009 CRM Service Awards: Service Elite -- Introduction

This year's class of four companies impressed us with their CRM service-and-support efforts—and, more important, they impressed their customers.

The 2009 CRM Service Awards: Service Elite -- Bath & Body Works: Spiffing Up the Center

Astute Solutions helps Bath & Body Works' knowledge management system smell like roses.

The 2009 CRM Service Awards: Service Elite -- CBS Interactive: Playing the Games

CBS Interactive optimizes online service across all its sites so customers never miss a minute of the action.

The 2009 CRM Service Awards: Service Elite -- Municipality of Coamo, Puerto Rico: Pleasing the Public

The Municipality of Coamo, Puerto Rico, connects to the community with Microsoft Dynamics CRM and Rock Solid Technologies.

The 2009 CRM Service Awards: Service Elite -- LifeLock: Scaling for Security

Identity-theft guardian LifeLock finds the key with on-demand contact center platform LiveOps.

The 2009 CRM Service Awards: Table of Contents and Introduction

The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.

The 2009 CRM Service Awards: Service Leaders -- Introduction

Eight categories -- including one making its debut -- reflect the very best the CRM service-and-support industry has to offer.

The 2009 CRM Service Awards: Service Leaders -- Contact Center Infrastructure

The 2009 CRM Service Awards: Service Leaders -- Interactive Voice Response

The 2009 CRM Service Awards: Service Leaders -- Web Self-Service

The 2009 CRM Service Awards: Service Leaders -- Web Interaction Management

The 2009 CRM Service Awards: Service Leaders -- Workforce Optimization Suite

The 2009 CRM Service Awards: Service Leaders -- Contact Center Search

The 2009 CRM Service Awards: Service Leaders -- Enterprise Feedback Management

The 2009 CRM Service Awards: Service Leaders -- Outsourcing

The Numbers Tell the Tale

Some of the scary statistics capturing the impact of this economic crisis—so far.

Up Against the Downturn: CRM in a Recession

Feeling battered by the recession? This is how you do battle: Fight! Fight! Fight!

Generational Spending: A Special Report

Every consumer belongs somewhere. And spends accordingly.

Act Your Age! {Consumers Do.}

A visual look at the numbers that affect the numbers.

The 2008 CRM Market Awards: Table of Contents and Introduction

CRM magazine announces the winners of its 2008 CRM Market Awards.

The 2008 CRM Market Awards: Influential Leaders -- Introduction

The visionaries shaping the CRM industry.

The 2008 CRM Market Awards: Rising Stars -- Introduction

Eight on the rise in '08.

The 2008 CRM Market Awards: Elite -- Introduction

The four customer implementations deemed most worthy this year.

The 2008 CRM Market Awards: Market Leaders -- Introduction

Across a record 10 categories, the best and brightest of CRM.

CRM Magazine's destinationCRM 2008 Coverage

destinationCRM 2008: A roundup of our reporting during this year's conference.

CRM Magazine Announces the Winners of the 2008 CRM Market Awards

Companies, customers, and industry visionaries are honored for successes in the CRM marketplace over the previous 12 months.

Feedback: August 2008

destinationCRM Dashboard: April 2008

Highlights from the month's news.

The 2008 CRM Service Awards: Table of Contents and Introduction

The leaders, the winners, and the honorees -- the best of the CRM service industry over the last 12 months.

The 2008 CRM Service Leaders: Introduction

The seven categories, and the companies that led them.

The 2008 CRM Service Awards: Rising Stars -- Introduction

The Rising Stars of 2008 are at your service.

The 2008 CRM Service Awards: Elite -- Introduction

These four implementations -- successfully undertaken by wildly different companies utilizing products from a variety of vendors -- represent the very best of this year's efforts.

Top 25 CRM News Stories of 2007

As 2008 arrives, a look back at the most popular online stories of last year.

The 2007 Market Awards: Rising Stars

Our Rising Stars this year don't fit any single mold--rather, they reflect the CRM industry's emerging trends, its continuing reach, and its ongoing aspirations.

The 2007 Market Awards: Hall of Fame

This year's inductee has earned his place in the pantheon several times over.

The 2007 Market Awards: Elite -- Roland DGA

A printing-equipment supplier consolidates on an all-Microsoft platform.

The 2007 Market Awards: Enterprise Suite CRM

The enterprise suite CRM market is at a critical point in its evolution.

The 2007 Market Awards: Marketing Automation

This has been the year of the end user in marketing automation.

The 2007 Market Awards: Data Quality

Data quality applications are making a major transition: from departmentalized point solutions to enterprisewide tools.

The 2007 Market Awards: Elite -- Voices.com

Three free trials lead to another dulcet-toned Salesforce.com deployment.

The 2007 Market Awards: Midmarket Suite CRM

The landscape among midmarket suite vendors is loaded with firms vying for increasingly limited technology-budget dollars.

The 2007 Market Awards: Small Business Suite CRM

The small-business themes of this past year have been partnership and verticality.

The 2007 Market Awards: Sales Force Automation

SFA is evolving into something larger and more comprehensive than it has ever been.

The 2007 Market Awards: Consultancies

Demand for CRM professional services remains strong--and steadily increasing.

The 2007 Market Awards: Business Intelligence

As the market for business intelligence matures and users become more sophisticated, more companies are buying into BI.

The 2007 CRM Market Awards: Table of Contents and Introduction

The leaders, the winners, and the honorees--the best of the CRM industry over the last 12 months.

The 2007 Market Awards: Influential Leaders

CRM magazine's Influential Leaders are the executives and industry pundits with the strategy, product line, or visionary thinking needed to drive the market.

The 2007 Market Awards: Elite -- Sybase

The right information at the right time, with Eloqua and Salesforce.com.

CRM Magazine Announces the Winners of the 2007 CRM Market Awards

Companies, customers, and industry visionaries were honored this week at destinationCRM2007 for successes in the CRM marketplace over the last year.

The 2006 Market Leaders, Part 2

They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.

The 2006 Market Leaders, Part 1

They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.

The 2006 Influential Leaders

The six powerful, visionary people hailed here have dominated the CRM industry in 2006 like no others. This year we add something historic--the first female Hall of Fame entrant.

The 2006 Rising Stars

Innovation and smart partnering--perhaps the keys that unlock doors to the CRM big league. These five companies excel at novel product concepts and some have made keen M&A moves this year. Both types of effort portend serious shots at the show.

The 2006 Rising Star and Service Excellence Awards

With our second annual Service Excellence award, we're spotlighting a company that positioned itself as the market-share leader in its space -- and introducing CRM magazine's Rising Star awards.

The 2006 Service Elite Awards

Talking about significant results tied to investments in contact center technologies and services is one thing. Realizing outstanding return is another. CRM magazine honors five organizations that reaped the benefits of their contact center and customer service initiatives in 2005 in the following categories: Web support services, workforce optimization, speech solutions, hosted contact center services (a new category), and agent-facing universal desktop.

Wires: News and Technology for August 27, 2004

Rockwell FirstPoint Contact has announced its third quarter earnings; HDI a membership association for IT service and support professionals, has partnered with Spherion Corporation; Customer Service Week is the leading motivation program for customer service employees.

CRM magazine's 2004 Service Awards: Introduction

In CRM magazine's premiere Service Awards we recognize the top customer service vendors and savvy customer companies that have yielded impressive results from their customer service IT implementations.

The 2004 Service Leaders--Part II

The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.

The 2004 Service Leaders--Part I

The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.

Movers and Shakers: The 10 Most Influential People

Profiles of the 10 most influential figures in the CRM community: Richard Brock, Barton Goldenberg, Paul Selden, George Colombo, Mary Coleman, Ken Dulaney, Thomas Siebel, Pat Sullivan, Jerry Johnson, Norm Francis.