CRM - January 2008 - (Page 4)

Contents COLUMNS/ DEPARTMENTS 6 Front Office “Your call automation sucks.” BY DAVID MYRON 8 Reality Check No rest for the wiki. BY JIM DICKIE 43 17 On the Scene: Oracle OpenWorld 2007 The company wows its users with new products and new plans for the future. 10 Customer Centricity Fix what works, not what’s broken. BY LIOR ARUSSY REAL ROI 43 Flying High on Customer Service Honeywell Aerospace had to plot an entirely new flight path to navigate often-turbulent CRM skies. 12 The Tipping Point Setting the pace, winning the race. BY WOODY DRIGGS 48 Connect (Data) quality is Job No. 1. BY JAMES KOBIELUS 19 CRM Market Set to Double Recent studies predict the global CRM market will double within six years, and suggest explosive growth in CRM adoption across every segment—especially on-demand CRM. 49 Re:Tooling Sales compensation management solutions. BY COLIN BEASTY 43 Let’s Get Digital Ciena Corp. discovered that 3-D displays of new products are just as good as, if not better than, the real thing. 50 Pint of View Hope you like the taste of crow—or foot-in-mouth. Your customers are serving it up hot. BY MARSHALL LAGER 20 MARKET FOCUS: MANUFACTURING Customers, Meet Your Makers Thanks to increased adoption of CRM, manufacturing is putting things together. 45 The Big Rigs Get Revved Up With an updated GoldMine in the driver’s seat, a Carolina truck dealership steers to unified customer information. INSIGHT 17 Facebook’s About-Face The social networking company introduced a marketing plan many of its customers hated. 22 Required Reading Rapid transformation should be like pulling off a Band-Aid. 46 Putting Asia in Your Pocket Red Pocket Mobile snags a particular prepaid phone market, with help from VoIP Logic. 47 Secret of My Success Insurance.com cleans up its customer data—and cleans up, period. Correction: In our most recent “Secret of My Success” column (December 2007, page 45), the job title for the person profiled, Ozgur Tuzcu, was incorrect. His correct title at DTE Energy is risk manager. CRM regrets the error. 49 4 CUSTOMER RELATIONSHIP MANAGEMENT | JANUARY 2008 www.destinationCRM.com http:// http://www.Insurance.com http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - January 2008

CRM - January 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point Facebook's About-Face On the Scene: Oracle OpenWorld 2007 CRM Market Set to Double Customers, Meet your Makers Required Reading Oh, Behave! Fine-Tuning the Channel Listen Up! The Master Piece Flying High on Customer Service Let's Get Digital The Big Rigs Get Revved Up Putting Asia in Your Pocket Secret of My Success Connect Re:Tooling Pint of View

CRM - January 2008

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