May 2005
Magazine Features
CRM Is a Journey, Not a Destination
Jason Compton //
02 May 2005
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
Coreen Bailor //
02 May 2005
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
Phillip Britt //
02 May 2005
CRM software is becoming as important as nuts and bolts.
Front Office
Right Channel, Right Time
David Myron //
02 May 2005
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
Barton Goldenberg //
02 May 2005
The www generation crosses three generational cohorts.
Customer Centricity
The Power to Serve
Lior Arussy //
02 May 2005
Let employees make mistakes--you'll be better off.
Insight
Convergence in the Contact Center
Coreen Bailor //
02 May 2005
Customers will have a single upgrade path, single maintenance environment, and singular user interface.
Making Use of Analytics
Phillip Britt //
02 May 2005
Gartner analysts offer tips on how to use business intelligence.
Hosted Applications and VoIP: Ready for Contact Centers?
Coreen Bailor //
02 May 2005
Enterprises are debating these choices as their potential continues to mature.
Analytics for the Masses
David Myron //
02 May 2005
SAS upgrades its Enterprise BI Server to include OLAP, and query and reporting tools.
Statistically Speaking
Coreen Bailor //
02 May 2005
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
Colin Beasty //
02 May 2005
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?
02 May 2005
Is It Time for Real Time?
Colin Beasty //
02 May 2005
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
Coreen Bailor //
02 May 2005
The Internet security company employs a scalable CRM system to handle its growth.
Secret of My Success
Medical Action Industries
John Kringel, director of marketing, as told to Colin Beasty //
02 May 2005
The company is using CRM to put the force back into sales force automation.