CRM Cover

March 2006

Magazine Features

Social Networking: Getting in Touch the CRM Way

CRM magazine explains technology that will understand and leverage your relationship capital.

Retail's Two Worlds: Tips on Integrating Online and Offline Channels

Retailers are in transition as they balance customer experience in the store and on the Web.

Keeping Balance in the Center

Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.

Thinking Outside the (Mail)box

Creativity and quirkiness are influencing alternative marketing strategies.

Front Office

Marketing Needs Compassionate Marauders

Consumers are growing more frustrated with and resistant to companies.

Reality Check

It May Cost More Than You Think

Many companies say their CRM system implementations are surpassing their initial time and budget expectations.

Customer Centricity

After Transactional Systems

The next step in CRM is to incorporate customer feedback.

The Tipping Point

The Scientific Reason for CRM Failure, Part 1

Part 1: Understanding resistance


Striking Back with 311

The 311 framework allowed the agency to ramp up its agent pool from 500 to about 900, with employees from other departments and agencies.

NYC Rides With Telecommuting

Employees work from home, maintaining a business-as-usual approach, as the 2005 transit strike halts the public transportation system.

SaaS: Opening the Hatch(ery)

Incubators are teaching on-premise vendors how to host.

Market Focus: Automotive: Driving Relationships

Track after-the-sale customer issues, because 'It's not just about products.'

Statistically Speaking

Better Safe Than Sorry

Backing up data today helps ensure recovery tomorrow.


A Wireless Emergency

"The biggest key to getting customers to buy is a quick response."

A Solution That's a South Sea Breeze

Unifying customer touch points helps a hotel company specializing in the South Pacific tourism industry reduce costs and boost agent utilization.

CRM 'At the Highest Level'

A Christian bookstore uses marketing campaign management to improve customer relationships.

Compensation Problems? Please Hold for Callidus

Sprint rings up experts to revamp its commission payment system.

Secret of My Success: Getting More for the Money

Citizens National Bank turns to a smaller CRM company for bigger results.


Tech Solution: Web-Survey Systems

Business Problem: A company has little insight into timely customer or employee feedback.

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