CRM Cover

January 2007

Magazine Features

Forecasting a Flap

Econometrics has long been the province of Ph.D.s, but applications for marketers are emerging via automated user interfaces and BI reporting tools.

From Crayons to Calculators

The transition marketers have had to make--from creative souls to metrics mavens--has occurred quickly over a relatively short period of time. Here, a brief on recent developments and some tips for remaining competitive.

Home Bodies

Cut contact center operating costs, reduce churn rates, and up flexibility--a serious look at the at-home agent model.

Making the Grade

E-learning deployments earn straight A's when used in conjunction with formal classroom training.

Front Office

Marketing, the Internet, and Brilliance

In minutes P&G on its Web site accomplished what takes other companies months or years -- and millions of dollars -- to do.

Reality Check

Nobody Can Stop the Shopping

CRM project teams will continue to purchase technology throughout 2007.

Customer Centricity

Shall We Dance?

It takes two to tango--a customer-company relationship with only one partner doing its part will fail.

The Tipping Point

A Customer Resolve Mandate

There is no better time to retune marketing, sales, and service operations--it may influence customer loyalties later in the year.

Pint of View

The Devilish Drift

Watch your step on the slippery slope.

Insight

Analyzing Business Turnaround

The first step in embracing analytics is to have a CEO who sees analytics as a corporate differentiator.

Head to Head: NetSuite and Salesforce.com

The companies release customization platforms for on-demand, a move that reduces IT risk, yet could spell trouble for midmarket CRM providers.

The Contact Center Ads Up

Phone-based advertising can enhance a company's bottom line, but there's a chance of adding to customer frustration if it's not done right.

Market Focus: Manufacturing: Money for Future Muscle

CRM investment continues to increase in the vertical as companies turn to PRM, analytics, and order management to get a tighter grasp on customers.

destinationCRM Dashboard

Statistically Speaking

Required Reading: Proven Sales Warfare Strategies

REAL ROI

Sage's Sibling Reliability

BBBS can now produce reports on the level of need per school district.

When Disaster Doesn't Strike

Lagan Technologies helps Minneapolis launch a 311 system to provide information on municipal issues and nonemergency services.

TUG Sellers Get a Helping Hand

Sales process automation helps out hospital automation.

Mailing Lists: Slimmer and Trimmer

A financial planning company for retirees collects a hefty pension after altering its poor targeting practices.

Secret of My Success: Breaking News: A CRM Success Story

The Cincinnati Enquirer turns to WebSurveyor to help guide its editorial direction.

Re:Tooling

Tech Solution: Quality Monitoring Tools

Business Problem: The contact center needs to strike a balance between call volumes and quality of service.

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