CRM Cover

June 2007

Magazine Features

Dirty Little Data Secrets

CRM's real truth requires enterprises to clean up -- reorganize -- customer information with data integration solutions, Web-services technology that integrates data applications.

Custom Fits

Whether off the shelf, on demand, or built in house with open source software, companies will need to customize their SFA systems

Wise Guide

Knowledge management processes increasingly work as part of an organization's resolution of a core contact center conundrum: improving service experience while trimming costs.

Front Office

You Drive Intelligence

I've noticed an unfortunate eagerness to view business intelligence as a business panacea.

Reality Check

We Can't Rewind, We've Gone Too Far

Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.

Customer Centricity

Truly Mobile Strategies

Wireless SFA solutions require access to data on a broader array of applications on larger platforms.

The Tipping Point

Making the Pivot

There's a new playing field in customer experience management.

Pint of View

Lord of the Undead Vendors

He'll saaaahck your braaaahnd.


SAP Loses Visionary Agassi Over CEO Rift

One analyst says that Agassi was "a charismatic and highly visible driving force for change."

A Green Light for Marketing

The onus is on marketers to go green through their actions, not their words, as consumers become more environmentally aware.

Market Focus: E-Retail: Buying Into the Customer Experience

The retailers that focus on delivering a seamless customer experience have a markedly stronger chance of cultivating customer loyalty.

Statistically Speaking

destinationCRM Dashboard

Required Reading: Moving Beyond the Buzz

The Pulse: Does your company use or is it planning to use speech analytics?


Cleaned-Up Visibility

Productivity improved with benchmarks for customer service.

Know All, See All

Salesforce.com helps a company specializing in energy and security management services connect the field to the office.

Content Management Is for Lovers (and Clydesdales)

A government site fosters community love through a fresh Web upgrade.

Gunning the Sales Accelerator

An outdoor recreational products maker cruises to better results with Sales Progress training.

Secret of My Success

Opportunity International Sees CPM's Golden Opportunity

A financial services firm turns to Hyperion to consolidate and analyze data from across the globe.


Tech Solution: Extract, Transform, and Load Tools

Business Problem: Valuable customer data is scattered throughout disparate data sources.

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