CRM - February 2009 - (Page 7) VIEWPOINTS EDITORIAL DIRECTOR David Myron dmyron@destinationCRM.com MANAGING EDITOR Joshua Weinberger jweinberger@destinationCRM.com Laura Hegyi lhegyi@infotoday.com Marshall Lager mlager@destinationCRM.com Jessica Tsai jtsai@destinationCRM.com Exclusive features for February on www.destinationCRM.com 5 Basic Steps to Maximize Online Sales in Any Economy Personalized, relevant pitches are key. BY BILL ZUJEWSKI, VICE PRESIDENT, PRODUCT MARKETING, ATG SENIOR DESIGNER SENIOR EDITOR ASSISTANT EDITOR ASSISTANT EDITOR Christopher Musico cmusico@destinationCRM.com Lauren McKay lmckay@destinationCRM.com EDITORIAL ASSISTANT CONTRIBUTING WRITERS Beth Eisenfeld, Donna Fluss, Ian Jacobs, J. David Lashar, Denis Pombriant Gina Hegyi Thrive in a Down Economy Cut costs and improve customer service with self-service software. BY C. MIKAEL BERNER, VP AND GENERAL MANAGER, NUANCE ON DEMAND CONTRIBUTING DESIGNER EDITORIAL ADVISORY BOARD 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 Bob Fernekees 1-212-251-0608 x106 bfernekees@destinationCRM.com Ensuring Success in Customer Database Outsourcing Four possible modes mean you have multiple factors to consider. BY DAVE LAGRECA, CORPORATE VP AND CIO, HARTE-HANKS VICE PRESIDENT AND GROUP PUBLISHER WEST COAST AD DIRECTOR Planning for Choppy Waters Service business strategies for rough economic climate. BY ISRAEL BENIAMINY, SENIOR VP, PRODUCT MARKETING, CLICKSOFTWARE Dennis Sullivan 1-800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 1-201-327-2773 adrienne@destinationCRM.com MARKETING EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Cutting-Edge Technology, Antiquated Service Telecoms struggle with complexity. BY JOHN KLUSTNER, PROUDFOOT CONSULTING CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 Self-Service Goes Mainstream Make sure your self-service is providing the right service. BY ALLEN BONDE, SENIOR VP AND CMO, EVERGANCE EXECUTIVE MANAGEMENT PRESIDENT AND CEO Thomas H. Hogan thogan@infotoday.com CHAIRMAN Roger R. Bilboul John Yersak johny@infotoday.com Dick Kaser kaser@infotoday.com VICE PRESIDENT, ADMINISTRATION VICE PRESIDENT, CONTENT Actionable Data in a Tight Economy Marketing must show its strategic value—or else. BY LOREN MCDONALD, VP, INDUSTRY RELATIONS, SILVERPOP 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 End Shopping-Cart Abandonment Optimize e-commerce with purchase incentives. BY ALEX RAMPELL, COFOUNDER AND CEO, TRIALPAY Michael Hardwick mhardwick@infotoday.com CUSTOMER SERVICE Editorial Office: 237 West 35th Street, Suite 14A, 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. Putting CRM to Work Actions, not information, are the true mark of intelligence. BY JAMES TAYLOR, COFOUNDER, SMART (ENOUGH) SYSTEMS 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. The Gopher Effect: Improve Agent Retention and First-Call Resolution Leverage a services-oriented architecture in the contact center. BY GRACIELA TISCAREÑO-SATO, SENIOR GLOBAL MARKETING MANAGER, UNIFIED COMMUNICATIONS, SIEMENS ENTERPRISE COMMUNICATIONS 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 - February 2009 CRM - February 2009 Contents Front Office Reality Check Customer Centricity The Tipping Point Express Service CRM on Twitter Breaking Customer Service Tradition Outsprinted That’s (Not) Entertainment Running on Empty Required Reading Up Against the Downturn The Numbers Tell the Tale Make Marketing Your Megaphone! Hold Onto Your Customers! Spend Your Way Out! Constructing a Virtual Customer Experience Next Customer, Please! It’s Showtime! From A(erospace) to Z(oology) Secret of My Success Re:Tooling Scouting Report Pint of View CRM - February 2009 CRM - February 2009 - CRM - February 2009 (Page Cover1) CRM - February 2009 - CRM - February 2009 (Page Cover2) CRM - February 2009 - Contents (Page 3) CRM - February 2009 - Contents (Page 4) CRM - February 2009 - Contents (Page 5) CRM - February 2009 - Front Office (Page 6) CRM - February 2009 - Front Office (Page 7) CRM - February 2009 - Reality Check (Page 8) CRM - February 2009 - Reality Check (Page 9) CRM - February 2009 - Customer Centricity (Page 10) CRM - February 2009 - Customer Centricity (Page 11) CRM - February 2009 - The Tipping Point (Page 12) CRM - February 2009 - The Tipping Point (Page 13) CRM - February 2009 - Express Service (Page 14) CRM - February 2009 - CRM on Twitter (Page 15) CRM - February 2009 - Outsprinted (Page 16) CRM - February 2009 - That’s (Not) Entertainment (Page 17) CRM - February 2009 - Running on Empty (Page 18) CRM - February 2009 - Required Reading (Page 19) CRM - February 2009 - Required Reading (Page 20) CRM - February 2009 - Up Against the Downturn (Page 21) CRM - February 2009 - The Numbers Tell the Tale (Page 22) CRM - February 2009 - The Numbers Tell the Tale (Page 23) CRM - February 2009 - Make Marketing Your Megaphone! (Page 24) CRM - February 2009 - Make Marketing Your Megaphone! (Page 25) CRM - February 2009 - Make Marketing Your Megaphone! (Page 26) CRM - February 2009 - Make Marketing Your Megaphone! (Page 27) CRM - February 2009 - Make Marketing Your Megaphone! (Page 28) CRM - February 2009 - Make Marketing Your Megaphone! (Page 29) CRM - February 2009 - Hold Onto Your Customers! (Page 30) CRM - February 2009 - Hold Onto Your Customers! (Page 31) CRM - February 2009 - Hold Onto Your Customers! (Page 32) CRM - February 2009 - Hold Onto Your Customers! (Page 33) CRM - February 2009 - Hold Onto Your Customers! (Page 34) CRM - February 2009 - Hold Onto Your Customers! (Page 35) CRM - February 2009 - Spend Your Way Out! (Page 36) CRM - February 2009 - Spend Your Way Out! (Page 37) CRM - February 2009 - Spend Your Way Out! (Page 38) CRM - February 2009 - Spend Your Way Out! (Page 39) CRM - February 2009 - Spend Your Way Out! (Page 40) CRM - February 2009 - Spend Your Way Out! (Page 41) CRM - February 2009 - Constructing a Virtual Customer Experience (Page 42) CRM - February 2009 - Next Customer, Please! (Page 43) CRM - February 2009 - It’s Showtime! (Page 44) CRM - February 2009 - From A(erospace) to Z(oology) (Page 45) CRM - February 2009 - Secret of My Success (Page 46) CRM - February 2009 - Re:Tooling (Page 47) CRM - February 2009 - Scouting Report (Page 48) CRM - February 2009 - Scouting Report (Page 49) CRM - February 2009 - Pint of View (Page 50) CRM - February 2009 - Pint of View (Page Cover3) CRM - February 2009 - Pint of View (Page Cover4)
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