CRM Cover

September 2004

Magazine Features

The 2004 CRM Leader Awards: Introduction

CRM magazine honors the spirit and determination of both vendors and CRM user companies with the 2004 Leader Awards.

The 2004 CRM Elite

Six companies that set out to get measurable results, then met or surpassed their expectations.

The 2004 Influential Leaders

In alphabetical order, the winners are...

The 2004 Market Leaders

The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.

The 2004 Market Leaders (Part 1)

The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.

The 2004 Market Leaders (Part 2)

The time has come once again for CRM magazine to reward excellence and achievement among vendors in the CRM industry. CRM vendors have individually and collectively worked to build confidence in the discipline, and those efforts are paying off. According to AMR Research, companies are still making modest-but-measurable increases in their spending on customer management tools and strategies, to the tune of an additional $600 million in spending expected for 2004. Interest is strongest among midmarket and SMB firms, which we classify as those companies under $1 billion and under $100 million in annual revenues, respectively. But there was plenty to stir things up this year. Read on to see what companies prevailed from 2003, and how others are leaving an indelible mark on the industry.

Front Office

In Celebration of Service

Our 2004 CRM Leader Awards celebrate the people and companies that in the past year have stood above the rest; the CRM Elite details how customer centricity pays dividends; and the Influential Leaders spotlights executives whose determination and concentration on results have driven success for themselves, their customers, and in some cases, the industry as a whole.

Reality Check

Don't Put the Cart Before the Horse

In a successful CRM implementation process must always precede technology.

Customer Centricity

Stop Wasting Everyone's Time

The faster you deliver relevant information, the more competitive your offering will be.

Insight

The Siren Call of the Midmarket

Midsize companies are increasing their uptake of CRM, while large, international enterprises are cutting back.

Who's Who in CRM

In May CRM magazine presented the first installment in a list of some of the industry's key players. This month we continue that recognition with a look at executives from StayinFront.

As the Call Center Outsourcing Debate Turns

Cost minimization has been and will continue to be a key component in companies' decisions to locate their contact centers offshore, but firms should weigh other options to ensure that they make the right decision.

The Pulse: Our main concern regarding customer data is...

Just 1 Question

What does it take to be successful in a CRM initiative?

Heard and Overheard

CRM industry leaders talk the talk.

Required Reading: The Next Step in Opt-in Marketing

The book details the seven steps that can save marketers from missing opportunities to make that essential customer connection.

Hot Seat: Will Price Win the Battle for the Customer?

Is a hosted-or-on-demand-offering price war is looming? If so, what will vendors do to differentiate themselves and their services?

Secret of My Success

Alltech

Despite theft and terrorism biotechnology company Alltech retains customer data and tracks products in its supply chain.

PADI Worldwide's CRM Plans Surface

PADI Worldwide unified sales, accounting, membership, and training and education to make members more self-sufficient and reduce customer service calls.

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