CRM Cover

May 2005

Magazine Features

CRM Is a Journey, Not a Destination

We hear from 5 companies that have worked for years to refine, realign, and improve their customer relationships, long after the project first went live.

Making a Clear Connection

Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.

Manufacturing Builds On Customer Relationships

CRM software is becoming as important as nuts and bolts.

Front Office

Right Channel, Right Time

Most industries don't have to clear the same hurdles as the tobacco industry, but more products and legislation will likely thwart your communication attempts.

Reality Check

The Consumer of the Future

The www generation crosses three generational cohorts.

Customer Centricity

The Power to Serve

Let employees make mistakes--you'll be better off.


Convergence in the Contact Center

Customers will have a single upgrade path, single maintenance environment, and singular user interface.

Making Use of Analytics

Gartner analysts offer tips on how to use business intelligence.

Hosted Applications and VoIP: Ready for Contact Centers?

Enterprises are debating these choices as their potential continues to mature.

Analytics for the Masses

SAS upgrades its Enterprise BI Server to include OLAP, and query and reporting tools.

Statistically Speaking

To honor Mother's Day 2005 CRM magazine presents demographic information on moms collected over time from the U.S. Census Bureau.

Required Reading: Nordstrom's Class of Service

Many companies only have an inkling of what Nordstrom really is, yet they all say they want to be the Nordstrom of their industry.

The Pulse: Does your contact center provide your agents with a holistic view of your customers' interactions with the company across the enterprise?

Is It Time for Real Time?

Recent debuts of real-time enterprise tools by Microsoft and AOL could help jump-start presence management in the contact center.

SecureWorks Protects Its Growth

The Internet security company employs a scalable CRM system to handle its growth.

Secret of My Success

Medical Action Industries

The company is using CRM to put the force back into sales force automation.

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