CRM - January 2009 - (Page 4)

Contents 12 COLUMNS/ DEPARTMENTS 6 Front Office Hey! You! Get onto my cloud! BY DAVID MYRON 20 INSIGHT 16 The Shots Heard ’Round the World Is a price war looming in software-as-a-service? 45 REAL ROI 43 Lead Sweet Lead A Realtor discovers that as one door (fore)closes, another might not open. 8 Feedback Readers suggest ways to breed new CRM consultants and build better business architects. 17 30,000-Foot Views Of the Cloud Some of the industry’s thought leaders sound off on cloud computing. 43 Incentives at the Speed of Lightpath Optimum Lightpath turns to Xactly Incent to help provide higher incentives for landing more-qualified leads. 10 Reality Check Taming the Digital Client in 2009. BY BARTON GOLDENBERG 12 Customer Centricity Neuromarketing isn’t marketing. BY LIOR ARUSSY 18 Stuffing the Ballot Box— With Complaints The Election Day success of the CNN InfoVoter hotline may change the game for governments and CRM. 44 Sales Contentment for Content Management Monk Development gets a handle on its sales process and pipeline. 14 The Tipping Point Give customers what they don’t expect. BY ANIRUDH KULKARNI 19 The Marketing Line for ’09 A bleak forecast means marketers are in for a bumpy year. 45 A Worthwhile Excursion Into Call Recording A not-for-profit educational traveling company boosts customer service with CallCopy’s recording solution. 47 Re:Tooling Web self-service. BY CHRISTOPHER MUSICO 19 CRM on Twitter Twitterers speak up on cloud computing and CRM. 48 Connect Life in the fast lane of context. BY PAUL GREENBERG 20 MARKET FOCUS: INSURANCE 46 Secret of My Success Yamaha cuts down on its paper trail and customercorrespondence time with an electronic-signature tool. 50 Pint of View 2006 resolutions made good for 2009. BY MARSHALL LAGER Technology Helps Insurance Weather the Storm The industry knows how to write policies, but can it create efficient policies for its own business processes? 21 Required Reading In the new sequel to the bestselling Growing Up Digital (1998), Don Tapscott explains some of the “why” behind Gen Y. 4 CUSTOMER RELATIONSHIP MANAGEMENT | JANUARY 2009 www.destinationCRM.com http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - January 2009

CRM - January 2009 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point The Shots Heard ’Round the World 30,000-Foot Views Of the Cloud Stuffing the Ballot Box— With Complaints The Marketing Line for ’09 CRM on Twitter Technology Helps Insurance Weather the Storm Required Reading The Google-ization of CRM The Feedback Funnel Email: What’s Inside? Shake Your Moneymakers Lead Sweet Lead Incentives at the Speed of Lightpath Sales Contentment for Content Management A Worthwhile Excursion Into Call Recording Secret of My Success Re:Tooling Connect Pint of View

CRM - January 2009

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