CRM Cover

October 2002

Magazine Features

The World According to Tom

Why he is not the king of the customer. Why SAP and Oracle are lying. And why the ASP model won't work.

Microsoft Battles for Enterprise Acceptance of .NET

The mid-market is embracing the behemoth's architecture, but enterprise vendors are opting for Java-based development to implement Web services.

Taking A Bite Out of Crime in Florida

Federal, state, and local governments have discovered the benefits of CRM and are using it to interact with and serve their constituencies.

Industry Overview

The Evolution of the Call Center

Contact Center Best Practices

Avoiding the Attack of the 50-Foot Customer

Trends and Technology

Call Center Technology Steps Up

Achieving ROI

Profits on the Line

In-House vs. Outsourcing

Do You Dare to Do-it-Yourself?

Front Office

Let's Just Say TTFN

Reality Check

What Are You Really Buying?

Call it vendor selection, not package selection, please

REAL ROI

How Configuration Tools Build Sales

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