CRM Cover

August 2010

Magazine Features

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.

The 2010 CRM Influential Leaders: An Introduction

Influential Leaders: The Chatterbox

Marc Benioff, cofounder, chief executive officer, and chairman of Salesforce.com

Influential Leaders: The Go-To Guy

Bill McDermott, co-CEO, SAP

Influential Leaders: The People Person

Doc Searls, fellow, Berkman Center for Internet and Society, head of ProjectVRM

Influential Leaders: The Insider

Ray Wang, partner, Altimeter Group

Influential Leaders: The Engager

Brian Solis, principal, FutureWorks, and cofounder, Social Media Club

Influential Leaders: The Dynamic Solo

Brad Wilson, general manager, Microsoft Dynamics CRM, Microsoft Business Solutions, Microsoft

Influential Leaders: The Statistician

Michael Wu, principal scientist of analytics, Lithium Technologies

Influential Leaders: The Opt-Out Dropout

Mark Zuckerberg, cofounder and CEO, Facebook

The 2010 CRM Rising Stars: An Introduction

Rising Stars: The Smartest Upstart

Some of the industry's brightest analysts hope to reach new heights at Altimeter Group

Rising Stars: The Small Fry

For small businesses looking to connect, BatchBlue Software has some connections of its own.

Rising Stars: The Social Mailman

With the purchase of CoTweet, email marketing specialist ExactTarget is ready to deliver results

Rising Stars: The Hotspotter

Already drawing the attention of global brands, Foursquare is at the forefront of location-based (and social gaming) CRM

Rising Stars: The Content Contender

The veteran in this year's class, Open Text knows that customers consume content

Rising Stars: The Easy Listener

A standout in the vast arc of social listening, Radian6 allows users to take a first step toward engagement

Rising Stars: The Collaborative Executioner

Focusing on the concept of "business execution," SuccessFactors knows that what happens in the workplace extends to the marketplace

Rising Stars: The People(Soft) People

With one of CRM's elder statesmen at the helm, Workday's performance management may become the next wave of CRM technology

The 2010 CRM Market Leaders: Introduction

Market Leaders: Enterprise Suite CRM

Market Leaders: Midmarket Suite CRM

Market Leaders: Small-Business Suite CRM

Market Leaders: Sales Force Automation

Market Leaders: Incentive Management

Market Leaders: Marketing Solutions

Market Leaders: Business Intelligence

Market Leaders: Data Quality

Market Leaders: Open-Source CRM

Market Leaders: Consultancies

The 2010 CRM Elite: An Introduction

The CRM Elite: Raising the Roof

On the foundation of a Salesforce.com sales contact center, homebuilder Beazer Homes USA constructs increased sales out of fewer, better leads

The CRM Elite: Communing with Customers

Business products provider CDW ups sales thanks to a Communispace-powered environment that turns customers into stakeholders

The CRM Elite: Sweetening the Deal

Making a meal of Microsoft Dynamics CRM, JellyBelly cuts down on churn and boosts revenue

The CRM Elite: Curing the Sick

CDC Pivotal helps resuscitate the sales process of diagnostic-systems provider Sysmex America

The 2010 CRM Market Awards — Hall of Fame: Paul Greenberg

The Social Godfather: The role of president and founder of consultancy The 56 Group LLC may be his day job, but Paul Greenberg is also author of industry bible, a prolific writer — and connected to everyone.

Front Office

Social CRM Gains Social Acceptance

The emerging tools and technologies have already influenced the outcome of this year's CRM Market Awards.

Reality Check

Managing to Succeed

Sales reps seem to get most of CRM's attention—but what about their bosses?

Customer Centricity

When Customer Experience Matters Most

An eruption of volcanic ash leads to an eruption of service mistakes.

The Tipping Point

Navigating the Vendor Landscape

A leading analyst firm assesses the CRM marketplace.

Pint of View

These Awards Are Yours

Do you still want to eat the sausage after finding out how it's made?

Insight

SAP's Surprising Spring

In the wake of corporate upheaval, the German giant welcomes thousands of customers to its annual gathering.

On the Scene: Sage Insights ’10 -- Sage Succumbs to Cloud Computing

One of the last vendors to dive into on-demand, Sage partners with Amazon.com for SalesLogix Cloud

Partly Cloudy

Two customers of communications provider Interactive Intelligence move their contact centers to the cloud—at least for now.

Required Reading: The Joys of Never-Ending Engagement

A single response is no longer sufficient, says Engage! author Brian Solis.

CRM on Twitter: August 2010

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