CRM Cover

May 2003

Magazine Features

Get With the Program

Companies that ignore the culture change required for any CRM initiative to succeed do so at their peril. Here's how culture relationship management facilitates CRM.

Who's the Boss?

In Why CRM Doesn't Work: How to Win by Letting Customers Manage the Relationship, author Frederick Newell reminds us who should really be in charge.

Smooth Operators

The stories of three contact center vendors that have put a great deal of thought into finding CRM tools that help them achieve their strategic goals.

Overly Ambitious

As the vice president of marketing for Hewlett-Packard, Overly is in his Indianapolis office by 4:30 a.m. every business day. Yes, every day. And on weekends Overly is up before the sun to cram in several hours of work from his home office, on both Saturday and Sunday, before spending time with his family.

Front Office

Love Is in the Air

Reality Check

Can We All Learn to Sing Around the CRM Campfire?

Will we ever learn to modify our behavior, learn to collaborate around integrated data files that contain the bits of customer information?

Insight

Big Deal

Merrill Lynch signs a five-year CRM contract.

Developers Jump on Microsoft CRM Bandwagon

News in Brief

Heard and Overheard

Vertical Focus: Retail

Required Reading

Hot Seat: Fred Weirsema on Leadership

Market Watch: SFA

Got Workforce Management?

REAL ROI

Batting 1.000

Six years ago the White Sox organization realized that if it could get a better handle on its fan base--particularly season ticket holders and those looking for group tickets--it would lead to more sales and better customer retention.

CRM in ACTION: Streamlining Customer Contact

The Cost of Isolated Data

CRM in Action: Centralize Valuable Sales Data

Secret of My Success

Quality, Not Quantity

Land's End Director of Marketing Operations Steph Mohlmann tells how the cataloger is able to get the right information to the right customer at the right time.

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