CRM Cover

April 2003

Magazine Features

Prove It

Vendors have begun to put in place structured ROI calculation tools to quantify value from the outset.

Keep Customers Happy

One of the best ways for a company to increase customer satisfaction is to make sure there is a thorough understanding throughout the organization of what customers really want, then use that information to follow up with actions, solutions, and resolutions.

Delivering on its Promise

CRM is turning call centers into profit centers.

The 10 Best Things to Do With Your Data

Follow these 10 steps and you'll have information that really means something, rather than just have a lot of data that confuses more than it informs.

Front Office

Making CRM Pay Off

Reality Check

Mobile Workers Are Integral to CRM Success

If you have a vested interest in having customers, then field service is not only relevant to you, but is also a crucial part in the successful CRM mechanism.


Are CRM Consultants Objective?

In the current market of integrators owning shares in vendors, companies need to be aware of the basis for some recommendations.

News in Brief

Vertical Focus: Healthcare

Required Reading

Hot Seat: Julie Choi

Avoiding the crush of Microsoft CRM

Market Watch: 2003 Is ''The Year of Analytics''

CRM Defined: Soft ROI


Creating a Uniform Sales Culture

How Allied streamlined 30 varied sales strategies into one.

CRM in Action: Increasing Partner Loyalty

Advice From the Trenches: Better Service Equals Increased Revenues

Sara Lee used VisionWare's Tele-Scope to improve service, because it addressed all the baked-goods company's needs--it tracks and routes calls, triggers automatic paging, and provides a centralized database that can be sliced and diced into call categories.

Closing the Quality Gap

Closing the Quality Gap

CRM in Action: Boosting Satisfaction Survey Responses

CRM by Any Other Name

HOT PROJECTS: Retail Banking

CRM in Action: Providing Cost-Effective Global Support

Secret of My Success

A Healthy Dose of CRM

Annette Walker, senior vice president, strategy, Memorial Care Centers, tells how a little can data lead to an extra $7 million a year.

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