CRM - January 2008 - (Page 7) VIEWPOINTS EDITORIAL DIRECTOR David Myron dmyron@destinationCRM.com MANAGING EDITOR Joshua Weinberger jweinberger@destinationCRM.com Laura Hegyi lhegyi@infotoday.com Jessica Tsai jtsai@destinationCRM.com Greg Edmondson Marshall F. Lager mlager@destinationCRM.com PROOFREADER Exclusive features for January on www.destinationCRM.com Collaboration: The “C” in CRM CRM is changing, and you better change with it. BY PAUL GREENBERG, PRESIDENT, THE 56 GROUP SENIOR DESIGNER SENIOR EDITOR EDITORIAL ASSISTANT CONTRIBUTING WRITERS Lior Arussy, Colin Beasty, Jim Dickie, Woody Driggs, Ryan Joe, James Kobielus EDITORIAL ADVISORY BOARD Desperately Seeking Web Sites Search-engine optimization can help put your Web site ahead of the pack. BY JEFF MCPHERSON, DIRECTOR OF CLIENT SERVICES, SILVERTECH Lior Arussy, PRESIDENT, STRATIVITY GROUP; Ginger Cooper, FOUNDER, CRM ASSOCIATION; Woody Driggs, GLOBAL MANAGING DIRECTOR, ACCENTURE CRM SERVICE LINE; Barton Goldenberg, PRESIDENT, ISM INC.; Sheryl Kingstone, CRM PROGRAM MANAGER, YANKEE GROUP; Adam Klaber, GLOBAL CRM LEADER, IBM BUSINESS CONSULTING SERVICES; Maggie Klenke, PARTNER, THE CALL CENTER SCHOOL; Denis Pombriant, MANAGING PRINCIPAL, BEAGLE RESEARCH GROUP; Marc Singer, DIRECTOR, McKINSEY & COMPANY, INC. ADVERTISING SALES/PRINT & ONLINE GROUP PUBLISHER Open-Source Data Quality and Integration Increasing the profitability of your CRM implementation. BY SUBBU MANCHIRAJU, VICE PRESIDENT AND LEAD ARCHITECT, INFOSOLVE TECHNOLOGIES Bob Fernekees 1-212-251-0608 x106 bfernekees@destinationCRM.com Dennis Sullivan 1-800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 1-201-327-2773 adrienne@destinationCRM.com MARKETING The Ins and Outs of Outsourcing Succeed—or fail—based on just a few key decisions. BY RUSSELL PASS AND HEMANT KASHYAP, BRIDGE STRATEGY GROUP WEST COAST AD DIRECTOR EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Want Superior Customer Experience In Your Contact Center? Start with superior agent experience. BY ASHUTOSH ROY, CHAIRMAN AND CEO, EGAIN COMMUNICATIONS CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 EXECUTIVE MANAGEMENT PRESIDENT AND CEO Thomas H. Hogan thogan@infotoday.com CHAIRMAN CRM Strategy and Methodologies For the 21st Century Will the CRM landscape look vastly different in the not-so-distant future? BY PETER GRAMBS, VICE PRESIDENT, CUSTOMER SOLUTIONS, COGNIZANT TECHNOLOGY SOLUTIONS Roger R. Bilboul John Yersak johny@infotoday.com Dick Kaser kaser@infotoday.com VICE PRESIDENT, ADMINISTRATION VICE PRESIDENT, CONTENT INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY 5 Tips for Maximizing Your Prebuilt Business Intelligence Solution Adding the power of perception. BY BRIAN OWENSON, UTILITIES GLOBAL BUSINESS UNIT, ORACLE Bill Spence spence@infotoday.com PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR M. Heide Dengler hdengler@infotoday.com Michael Hardwick mhardwick@infotoday.com Marketers Need a Seat At the Revenue Table But they have to earn it. Here’s how. BY PHIL FERNANDEZ, PRESIDENT AND CEO, MARKETO CUSTOMER SERVICE Editorial Office: 237 West 35th Street, 14th floor, New York, NY 10001; 1-212-251-0608; www.destinationCRM.com Subscriptions/Cancellations: 1-847-291-5213; P.O. Box 3510, Northbrook, IL 60065 SUBSCRIBE ONLINE: www.destinationCRM.com List Rental: American List Council POSTAL LIST: Gerry Strauss, 1-609-580-2793; gerry.strauss@alc.com EMAIL LIST: Cathy Relyea, 1-914-524-5244; cathy.relyea@alc.com Reprints: For West Coast contact Dennis Sullivan at 1-800-248-8466 x538 or dennis@destinationCRM.com. For East/Midwest contact Adrienne Snyder at 1-201-327-2773 or adrienne@destinationCRM.com. Open-Source as a Driver For CRM Innovation The upside is a high level of flexibility. BY THOMAS LUNDQVIST, CRM AND SELF-SERVICE SOLUTION LEAD, OPTAROS CRM magazine’s monthly PR editorial email update: Contact David Myron at dmyron@destinationCRM.com. Privacy Policy Occasionally we make a portion of our mailing list available to organizations whose products or services we think might be of interest to our customers. If you do not wish to receive such mailings, please send a copy of your mailing label with a request to be removed from the third-party mailing list to CRM magazine Customer Service, P.O. Box 3510, Northbrook, IL 60065, or call 1-847-291-5213. End-User Metrics Illuminate Corporate Performance Shortfalls Giving you the power to explain what went wrong. BY LORI WIZDO, VICE PRESIDENT, MARKETING, KNOA SOFTWARE http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.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 CRM - January 2008 - CRM - January 2008 (Page Cover1) CRM - January 2008 - CRM - January 2008 (Page 2) CRM - January 2008 - Contents (Page 3) CRM - January 2008 - Contents (Page 4) CRM - January 2008 - Contents (Page 5) CRM - January 2008 - Front Office (Page 6) CRM - January 2008 - Front Office (Page 7) CRM - January 2008 - Reality Check (Page 8) CRM - January 2008 - Reality Check (Page 9) CRM - January 2008 - Customer Centricity (Page 10) CRM - January 2008 - Customer Centricity (Page 11) CRM - January 2008 - The Tipping Point (Page 12) CRM - January 2008 - The Tipping Point (Page 13) CRM - January 2008 - The Tipping Point (Page 14) CRM - January 2008 - The Tipping Point (Page 15) CRM - January 2008 - The Tipping Point (Page 16) CRM - January 2008 - On the Scene: Oracle OpenWorld 2007 (Page 17) CRM - January 2008 - On the Scene: Oracle OpenWorld 2007 (Page 18) CRM - January 2008 - CRM Market Set to Double (Page 19) CRM - January 2008 - Customers, Meet your Makers (Page 20) CRM - January 2008 - Customers, Meet your Makers (Page 21) CRM - January 2008 - Required Reading (Page 22) CRM - January 2008 - Required Reading (Page 23) CRM - January 2008 - Oh, Behave! (Page 24) CRM - January 2008 - Oh, Behave! (Page 25) CRM - January 2008 - Oh, Behave! (Page 26) CRM - January 2008 - Oh, Behave! (Page 27) CRM - January 2008 - Oh, Behave! (Page 28) CRM - January 2008 - Oh, Behave! (Page 29) CRM - January 2008 - Fine-Tuning the Channel (Page 30) CRM - January 2008 - Fine-Tuning the Channel (Page 31) CRM - January 2008 - Fine-Tuning the Channel (Page 32) CRM - January 2008 - Fine-Tuning the Channel (Page 33) CRM - January 2008 - Listen Up! (Page 34) CRM - January 2008 - Listen Up! (Page 35) CRM - January 2008 - Listen Up! (Page 36) CRM - January 2008 - Listen Up! (Page 37) CRM - January 2008 - Listen Up! (Page 38) CRM - January 2008 - The Master Piece (Page 39) CRM - January 2008 - The Master Piece (Page 40) CRM - January 2008 - The Master Piece (Page 41) CRM - January 2008 - The Master Piece (Page 42) CRM - January 2008 - Let's Get Digital (Page 43) CRM - January 2008 - Let's Get Digital (Page 44) CRM - January 2008 - The Big Rigs Get Revved Up (Page 45) CRM - January 2008 - Putting Asia in Your Pocket (Page 46) CRM - January 2008 - Secret of My Success (Page 47) CRM - January 2008 - Connect (Page 48) CRM - January 2008 - Re:Tooling (Page 49) CRM - January 2008 - Pint of View (Page 50) CRM - January 2008 - Pint of View (Page 51) CRM - January 2008 - Pint of View (Page Cover2)
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