CRM Cover

November 2007

Magazine Features

Predicting Profitability

After years of trial-and-error, enterprises are finally developing innovative strategies and incorporating new software to allow them to identify -- and sell to -- their most profitable customers.

Checking the Pulse of the Contact Center

Contact center performance management provides a holistic view of agent performance; use that data to spur desirable behaviors that will help reps beat center and corporate goals.

Cast a Narrow Net

Marketers can't afford to target every fish in the sea. With better aim and finely honed tools, they can take more time to invest in their customer relationships to create highly compatible lists.

Modern Times, Modern Methods

As business models become increasingly complex, more and more processes are shunted to automated systems. But the best examples never lose touch with the human element.

Front Office

The Age of Influence

The failure of many word-of-mouth marketing campaigns is largely due to their transparency.

Reality Check

Web 2.0 and the Digital Client

Handling the customers who represent the future of your business.

Customer Centricity

Contact Center Surveying Is Essential

The surveying market may be fragmented, but that doesn't diminish its importance.

The Tipping Point

The Year (and Decade) of the Tiger

Think you can translate your brand for the savvy Chinese shopper?

Pint of View

Things I Learned at Dreamforce '07

A few more takeaways from the fall's big event.


Have You Caught It?

Disappointing numbers have convinced many marketers to decrease their viral marketing by 55 percent next year, but viral isn't to blame.

The Mother of Enterprise Information

A new way of thinking about data and information generated across all lines of business.

Market Focus: Technology -- The Simple Truth about Complex Manufacturing

Tech firms need CRM as much as any other company--and sometimes even more.

On the Scene: Gianforte Talks CRM

The industry rebel -- and founder and chief executive officer of RightNow Technologies -- sits down for a chat.

Required Reading: Protecting Your Brand at All Costs

Great branding doesn't come from gimmicks -- it derives from exceptional, innovative customer service.


Primos Hunting Calls Snares Efficiency

Exact Software delivers a warehouse system dog that will hunt.

Nailing It Down

Rockler.com has improved its Web site's browser-to-buyer conversion rate by 30 percent.

Moving in on Mortgage Delinquencies

The mortgage division of a financial-services firm credits proactive communications with lowering its delinquency rate.

RDS Delivery Delivers on Service

Maximizer Enterprise helps optimize shipments and company trust.

Secret of My Success

Policing Better Data

A U.K. police department relies on Informatica to handcuff dirty data.


Tech Solution: Social Networking Tools

Business Problem: Inability to generate qualified contacts and leads within customer companies.

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