CRM Cover

March 2003

Magazine Features

A Room With a (Point of) View

Executives on the SuperPowers of CRM panel offer their opinions on where the market is headed and how to get there ahead of the pack.

Is Real-Time for Real?

Are vendors truly enabling businesses to operate in real time? Or is there still a long way to go?

Who's Minding the Mid-Market?

Mid-market CRM vendors are partnering with consultants to get your business. Here are 10 tips to help you select the right consultant for your needs.

Is it Time to Defect?

Switching CRM vendors is a tough, but often wise, decision.

Front Office

Stand by Me

Reality Check

Don't Blame CRM

Managers shouldn't expect success if users haven't been sold on CRM.


Not Just Another Acronym

Business Process Automation: Buzzword or Business Imperative?

Oracle CRM in Bloom in 2003

Blueprints for CRM Success

Hot Seat: Take My Advice, Please

Vertical Focus: Manufacturing

Mover & Shaker: Sheldon Tkatch, senior IT manager, Garrett Aviation Services

Market Watch: Contact Center Update

In addition to the national Do Not Call registry, telemarketers are facing some heavy scrutiny from state public utility commissions (PUCs) and legislators for dead air and abandoned calls when calling consumers on the phone.

Creating a CRM Culture

News in Brief


J.B. Hunt's Agents Haul Its CRM Load

J.B. Hunt improved communications between its drivers and dispatchers, between on-the-road drivers and their families, and between the company itself and its customers.

HOT PROJECTS: Travel & Hospitality

Seattle-based travel site Expedia.com uses E.piphany E.6 for its analytics capabilities, to orchestrate its email campaigns, and to act as a de facto workflow tool for its call centers.

Secret of My Success

The Right Route to Loyalty

Chuck Baker, vice president, customer loyalty services for UnumProvident Corp., tells how revamping its call center operation has insured customer satisfaction.

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