CRM: Then and Now
Over the last 15 years, CRM projects and plans may have changed dramatically, introducing new angles and complex combinations, but the overarching goal of improving the customer relationship has remained a straight shot.
Reading the Text
McGraw-Hill learns to sell smarter.
Changing the Deal
Sigma Financial turns sales into something more than spreadsheets.
Connecting the Disconnected
Professional services firm Ceridian brings its independent salesforces under one CRM roof.
How AAA Mid-Atlantic turned database marketing into member retention.
Financial services firm Raymond James Financial gently offers its more than 5,000 advisors and associates a CRM interface they're familiar with.
15 Years of Pocket Shots and Miscues
The Next 15 Years of CRM
Your customer-centric business strategy must become a two-way street.
The Siebel Effect—And Its Survivors
Failed CRM projects of the past may lead to a promising future.
The Tipping Point
The Cautionary Tales of CRM
Words of wisdom drawn from decades of disappointment.
Pint of View
Are we suffering from too little data, or wallowing in too much of it?
CRM Is No Longer a Four-Letter Word
Why the badge is finally one worth wearing.
The Complexity of Collection
A slew of recently released Web analytics products may advance the collection of customer data from social networks.
Required Reading: Can Your Customer Be Your BFF?
A new book examines what it takes to engender the strongest kind of customer loyalty.
CRM On Twitter: July 2010
Secret of My Success
Putting the Pedal to the Metal with Sales
A cloud-based CRM implementation helps a digital sales agency drive its solutions into the future.