CRM - February 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 Ryan Davis rdavis@destinationCRM.com Greg Edmondson Marshall F. Lager mlager@destinationCRM.com Exclusive features for February on www.destinationCRM.com How to Deliver Customer Value and Quality Manage the performance, result by result. BY HARRY GREENE, CONSULTANT SENIOR DESIGNER SENIOR EDITOR EDITORIAL ASSISTANT EDITORIAL ASSISTANT EDITORIAL ASSISTANT Christopher Musico cmusico@destinationCRM.com PROOFREADER CONTRIBUTING WRITERS Phillip Britt, Donna Fluss, Ramin Ganeshram, Barton Goldenberg, J. David Lashar, Jessica Sebor EDITORIAL ADVISORY BOARD Customer Lifecycle Management Shakes Up the Mobile Market Is on-demand marketing the way of the future? BY GEORGIA HANIAS, FOUNDER, CYRANO MEDIA 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 Fueling the Engine of Sales Success 5 keys to sustainable self-motivation. BY DAVID MCNALLY, BUSINESS SPEAKER/AUTHOR Is CRM Missing the Post-Sales Data Boat? Critical information is still bound up in cumbersome spreadsheets. BY CHRISTOPHER W. CABRERA, FOUNDER, PRESIDENT, AND CEO, XACTLY CORP. 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 WEST COAST AD DIRECTOR EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com Enabling the Real-Time Service Enterprise Service optimization technology changes the dynamic. BY DR. MOSHE BENBASSAT, FOUNDER, CHAIRMAN, AND CEO, CLICKSOFTWARE DawnEl Harris dawnel@destinationCRM.com 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 The Union of CRM and Content Management Integration provides competitive advantage and faster time-to-revenue. BY DAN CARMEL, CEO, SPRINGCM Roger R. Bilboul John Yersak johny@infotoday.com Dick Kaser kaser@infotoday.com VICE PRESIDENT, ADMINISTRATION VICE PRESIDENT, CONTENT Boosting CRM Adoption Using customer loyalty data to inject new life into your CRM system. BY RICHARD OWEN, CEO, SATMETRIX SYSTEMS INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY Bill Spence spence@infotoday.com PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR M. Heide Dengler hdengler@infotoday.com The Customer Service Tipping Point Reframing service as a profit center is the key to driving new growth. BY JAMES L. WATSON, REGIONAL MANAGER, NEOCASE SOFTWARE Michael Hardwick mhardwick@infotoday.com 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. How to Find Out What Customers Really Think, Want, and Hate Hint: The answer’s not customer satisfaction surveys. BY JEFF GALLINO, COFOUNDER, CHAIRMAN, AND CHIEF TECHNICAL OFFICER, CALLMINER 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. People Buy Trust Before They Buy Products CRM trends and gimmicks mean nothing without trust. BY MARK STEVENS, CEO, MSCO http://www.crm.com http://www.crm.com http://www.destinationCRM.com http://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)
For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.