CRM - February 2008 - (Page 4) Contents COLUMNS/ DEPARTMENTS 6 Front Office Grow up! BY DAVID MYRON 8 Reality Check Why have so few companies mastered multichannel CRM? BY BARTON GOLDENBERG 10 Customer Centricity Contact centers face a host of challenges in 2008. BY DONNA FLUSS 12 The Tipping Point Are you ready for SaaS? Better be sure. BY J. DAVID LASHAR 42 17 The Loyalty Riddle Can marketing overcome the customers who talk about you? 46 Re:Tooling Marketing resource management software. BY JESSICA TSAI 20 The Pulse What are your company’s plans regarding data quality? 48 Scouting Report Monitoring the quality monitors. BY DONNA FLUSS 19 Out of the Gate: Marketers Rate ’08 Traits Customer-centric marketing seems to be leading, but opinion is divided on which specific trends will dominate. 21 Required Reading Strategic minds think alike— but why? 50 Pint of View How to fireproof a brand. BY MARSHALL LAGER REAL ROI 42 Burning Up the Paper Trail Origen Financial turns to automation to minimize a mountain of mortgage paperwork. INSIGHT 17 CRM Drives Down-Market SAP and Microsoft make big moves to embrace smaller customers. 20 MARKET FOCUS: PROFESSIONAL SERVICES Consultants Adapt to CRM’s Changing Landscape On-demand CRM remains an ongoing challenge, and social networking remains a wild card. 42 Tying Up Cable’s Loose Ends A Web-based solution helps Molex Premise Networks log project, customer, and contact information. 43 Sunny Skies for Knology Impact 360 helps to forecast warmer service for a southeastern telecom’s “snowballing” contact center. 44 No More Bumps for BlueRoads Marketo smooths out pay-perclick campaigns that were costing more (and producing less) than they should. 45 Secret of My Success 10 4 CUSTOMER RELATIONSHIP MANAGEMENT | FEBRUARY 2008 How Silicon Image’s HDMI unit used Oracle iStore to handle a growing licensing business. www.destinationCRM.com http://www.destinationCRM.com
Table of Contents Feed for the Digital Edition of CRM - February 2008 CRM - February 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point The Loyalty Riddle CRM Drives Down-Market Out of the Gate: Marketers Rate ’08 Traits The Pulse Consultants Adapt to CRM’s Changing Landscape Required Reading Cover Story: CRM Gets Serious Contact Center Solutions Always On Rumble in the Office The Smallest Slice Tying Up Cable’s Loose Ends Burning Up the Paper Trail Sunny Skies for Knology No More Bumps for BlueRoads Secret of My Success Re:Tooling Scouting Report Pint of View CRM - February 2008 CRM - February 2008 - CRM - February 2008 (Page Cover1) CRM - February 2008 - CRM - February 2008 (Page Cover2) CRM - February 2008 - Contents (Page 3) CRM - February 2008 - Contents (Page 4) CRM - February 2008 - Contents (Page 5) CRM - February 2008 - Front Office (Page 6) CRM - February 2008 - Front Office (Page 7) CRM - February 2008 - Reality Check (Page 8) CRM - February 2008 - Reality Check (Page 9) CRM - February 2008 - Customer Centricity (Page 10) CRM - February 2008 - Customer Centricity (Page 11) CRM - February 2008 - The Tipping Point (Page 12) CRM - February 2008 - The Tipping Point (Page 13) CRM - February 2008 - The Tipping Point (Page 14) CRM - February 2008 - The Tipping Point (Page 15) CRM - February 2008 - The Tipping Point (Page 16) CRM - February 2008 - CRM Drives Down-Market (Page 17) CRM - February 2008 - CRM Drives Down-Market (Page 18) CRM - February 2008 - Out of the Gate: Marketers Rate ’08 Traits (Page 19) CRM - February 2008 - Consultants Adapt to CRM’s Changing Landscape (Page 20) CRM - February 2008 - Required Reading (Page 21) CRM - February 2008 - Cover Story: CRM Gets Serious (Page 22) CRM - February 2008 - Cover Story: CRM Gets Serious (Page 23) CRM - February 2008 - Cover Story: CRM Gets Serious (Page 24) CRM - February 2008 - Cover Story: CRM Gets Serious (Page 25) CRM - February 2008 - Cover Story: CRM Gets Serious (Page 26) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert1) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert2) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert3) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert4) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert5) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert6) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert7) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert8) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert9) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert10) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert11) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert12) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert13) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert14) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert15) CRM - February 2008 - Cover Story: CRM Gets Serious (Page insert16) CRM - February 2008 - Always On (Page 27) CRM - February 2008 - Always On (Page 28) CRM - February 2008 - Always On (Page 29) CRM - February 2008 - Always On (Page 30) CRM - February 2008 - Always On (Page 31) CRM - February 2008 - Rumble in the Office (Page 32) CRM - February 2008 - Rumble in the Office (Page 33) CRM - February 2008 - Rumble in the Office (Page 34) CRM - February 2008 - Rumble in the Office (Page 35) CRM - February 2008 - Rumble in the Office (Page 36) CRM - February 2008 - The Smallest Slice (Page 37) CRM - February 2008 - The Smallest Slice (Page 38) CRM - February 2008 - The Smallest Slice (Page 39) CRM - February 2008 - The Smallest Slice (Page 40) CRM - February 2008 - The Smallest Slice (Page 41) CRM - February 2008 - Burning Up the Paper Trail (Page 42) CRM - February 2008 - Sunny Skies for Knology (Page 43) CRM - February 2008 - No More Bumps for BlueRoads (Page 44) CRM - February 2008 - Secret of My Success (Page 45) CRM - February 2008 - Re:Tooling (Page 46) CRM - February 2008 - Re:Tooling (Page 47) CRM - February 2008 - Scouting Report (Page 48) CRM - February 2008 - Scouting Report (Page 49) CRM - February 2008 - Pint of View (Page 50) CRM - February 2008 - Pint of View (Page Cover3) CRM - February 2008 - Pint of View (Page Cover4)
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