CRM Cover

December 2006

Magazine Features

The New World of Sophistication

From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.

Analytics Brought to Bear

How strength in numbers--in this case, the analytics of customer data--transforms sales teams into sales forces.

The BI Tools Bonanza

Simple, rewarding BI tools have been developed over the past three years, quietly accelerating marketers' ability to see and hear.

Fixed Dialing

Telemarketers taking the ostrich approach to DNC compliance is a nonstarter for enterprises. Refresh marketing initiatives to ensure that the rules are followed and reach your target audience more effectively.

Front Office

All About the Data

There will be lots of potential for customer data quality apps; financial and product data also stand to benefit.

Reality Check

Getting Executive Buy-In: A Pocket Guide

Don't take it for granted, define the initiative's goals from the jump, and closely link the organization's business direction to the initiative.

Customer Centricity

The End of Call Centers?

A conflict is brewing between groups focused on managing costs and those focused on generating profit.

The Tipping Point

Leveraging the Employee Life Cycle

Four ways to stem sales force turnover.

Pint of View

Don't Put It in Writing

Never has "know your audience" resonated so much.


Power to the People

Companies will be able to track and publish partner success metrics to partners' homepages.

Companies 2 Customers: I <3 U

As text messaging becomes a hot direct marketing channel, marketers must be careful that the message is helpful, not harassing.

Going Full Auto With SFA

Separate the wheat from the chaff by automating key sales processes for maximum return on SFA dollars.

Market Focus: Energy: Shocking!

Some energy companies are deploying CRM systems for cost cutting; others are focusing on customer acquisition and retention.

Statistically Speaking

destinationCRM Dashboard

Required Reading: Gen Next?

The Pulse: In 2007 my company plans to...


Allconnect: Making Convenience Convenient

A brief but thorough evaluation process led the company to select HyperQuality, a call center monitoring company focused on quality assurance.

All Together Now: WFM Centralization

UPC Nederland's unified approach to agent scheduling leads to cost savings and upped customer satisfaction

Telus: How to Achieve ROI

Callidus calls a telecommunications company to success.

Juiced Up Self-Help

European energy provider ScottishPower tones its customer service with a new Web site that allows customers to more effectively help themselves.

Secret of My Success: A CRM Manufacturing Makeover

J&H Machine Tools decides it's time to renew its out-of-date CRM system.


Tech Solution: BI Reporting and Tracking Tools

Business Problem: Companies lack the ability to draw insight and intelligence from the vast pools of customer data they've collected.

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