CRM Cover

October 2006

Magazine Features

The 2006 CRM Market Awards--Table of Contents and Introduction

The CRM software market suffered its share of highly publicized financial nightmares this year, but simultaneously continued to grow for the second consecutive year.

The 2006 Influential Leaders

The six powerful, visionary people hailed here have dominated the CRM industry in 2006 like no others. This year we add something historic--the first female Hall of Fame entrant.

The 2006 Rising Stars

Innovation and smart partnering--perhaps the keys that unlock doors to the CRM big league. These five companies excel at novel product concepts and some have made keen M&A moves this year. Both types of effort portend serious shots at the show.

The 2006 Market Leaders, Part 1

They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.

The 2006 Market Leaders, Part 2

They say that timing makes champions. These eight winners in as many categories (plus up-and-comers in our One to Watch boxes) prove the adage as they join more than a score of industry leaders in a year of opportunity-making industry changes.

The 2006 Elite

Satisfied customers, soaring returns on investment, cool runnings of both back- and front-end office processes--meet the CRM-enabled companies that planned implementations the way they should be done.

Front Office

Surprises, Setbacks, and a Sleeper Hit

Every person and company mentioned in this issue should be proud to have helped the industry experience its second consecutive year of growth since its post-Y2K malaise.

Reality Check

Business Processes Must Precede Technology

At implementation, too many organizations depend on CRM software vendors to supply needed business processes.

Customer Centricity

Beware the Faulty Satisfaction Survey

Market research firms must measure complete experiences to help clients differentiate products and services.

The Tipping Point

Driving Direct Marketing's Next Generation

The opportunity for muscular returns continues to grow.

Pint of View

Unreality Shows

They're just a way for grown-ups to play dress up.

Insight

Unicorns, Yetis, and SaaS Dangers

Once industry leaders get past their own fears of SaaS, adoption will grow more rapidly than it already has.

Tie-Ins: They're All About the Booty (Arrgh)

This past summer's Disney-fueled pirate craze forces a question: What does a station wagon have to do with the Jolly Roger?

Service Sells

National Customer Service Week '06: Delivering a seamless, straightforward customer experience that lives up to its promises can help companies get repeat, more profitable business.

Market Focus: Sports and Entertainment: CRM for Bleacher Creatures

Smaller franchises are leveraging CRM to increase their fan bases.

Required Reading: A Single Version of the Truth: CDI

CDI allows companies to reconcile customer data automatically: It provides a closed loop between individual, sporadic relationships and the redeployment of that data back to the CRM system.

Re:Tooling

Tech Solution: Mobile Sales Tools

Business Problem: Salespeople need on-the-road access to opportunity, lead management, and other SFA-related functions.

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