CRM Cover

September 2009

Magazine Features

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 Elite

The four customer implementations deemed most worthy this year.

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 Market Leaders

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

The 2009 CRM Market Awards: The 2009 Rising Stars

Six on the rise in 2009

The 2009 Elite - ISS Belgium Sweeps Up Sales

A services company makes a clean start with Microsoft Dynamics CRM [Sales Force Automation]

The 2009 Elite - NBC Universal Airs a Winning Program

The media giant unifies its systems—and maximizes sales opportunities—on the Salesforce.com platform [Enterprise Suite CRM]

The 2009 Elite - ShipServ Sets Sale

Despite the economic storm, a maritime-industry e-marketplace stays afloat with Marketo lead management [Marketing Automation]

The 2009 Elite - Wrigleyville Sports Brings It Home

With NetSuite, a retailer scores a run, a basket, a touchdown, and a goal [Midmarket Suite CRM]

The 2009 Influential Leaders - The Aggregator

GUY KAWASAKI
AUTHOR, COFOUNDER, ALLTOP

The 2009 Influential Leaders - The Casual Cobbler

TONY HSIEH
CHIEF EXECUTIVE OFFICER, ZAPPOS.COM

The 2009 Influential Leaders - The Cloud Commando

MARC BENIOFF
COFOUNDER, CHAIRMAN, AND CHIEF EXECUTIVE OFFICER, SALESFORCE.COM

The 2009 Influential Leaders - The Event Horizon

TIM O'REILLY
FOUNDER AND CHIEF EXECUTIVE OFFICER, O'REILLY MEDIA

The 2009 Influential Leaders - The Facilitator

CHRIS BROGAN
PRESIDENT, NEW MARKETING LABS

The 2009 Influential Leaders - The Fast Follower

ANTHONY LYE
SENIOR VICE PRESIDENT FOR CRM, ORACLE

The 2009 Influential Leaders - The Socialist

ROSS MAYFIELD
CHAIRMAN, PRESIDENT, AND COFOUNDER, SOCIALTEXT

The 2009 Influential Leaders - The Strategist

JEREMIAH OWYANG
SENIOR ANALYST, FORRESTER RESEARCH

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 - Consultancies

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 - Enterprise Suite CRM

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 - Midmarket Suite CRM

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 - Sales Force Automation

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 Rising Stars - Facebook

Friending Consumers

The 2009 Rising Stars - Google

Riding the Cloud-Computing Wave

The 2009 Rising Stars - InsideView

Aggregating the Data

The 2009 Rising Stars - Jigsaw

Purifying the Data

The 2009 Rising Stars - Lithium Technologies

Trusting the Community

The 2009 Rising Stars - Visible Technologies

Making Social Media Matter

Front Office

CRM Bucks the Downward Financial Trend

The CRM industry grew 12.5 percent in 2008, to $9.15 billion.

Reality Check

Survival of the Relatively More Fit

CRM is changing, evolving to suit the demands of the moment.

Customer Centricity

The Lessons of the Magic Curry Kart

Your local street-food vendor can teach your company a thing or two.

The Tipping Point

Stand Up for Your Rights!

How to ensure the software you use isn't abusing you in the process.

Pint of View

The Best of the Rest

The Market Awards are done, but there's so much left unmocked!

Insight

Microsoft’s Million-Member March

Milestones and roadmap promises at the vendor's Worldwide Partner Conference '09.

CRM Market Grows for Fifth Straight Year

Jetting to a Better Customer Experience

The airline industry is looking for a flight plan to combat the headwind of low satisfaction scores

Do You Accept the Terms of Engagement?

Eager to play with social media, employees of CRM vendors are finding themselves burdened by new rules

Required Reading: Don’t Worry, Be Creative

CRM on Twitter: September 2009

How United Airlines learned that customer dissatisfaction + social media = a first-class pain.

Re:Tooling

Re:Tooling -- Mobile Service Applications: Beyond the Contact Center Walls

Lucrative return on investment is driving companies — and vendors — to look more closely at mobile service applications.

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