CRM - March 2008 - (Page 4) Contents COLUMNS/ DEPARTMENTS 8 Front Office Do you, bagel, take this balela? BY DAVID MYRON 10 Feedback Readers reflect, respond, and regale us with their rejoinders. 12 Reality Check Reconsidering the life cycle of customer interaction. BY DENIS POMBRIANT 12 INSIGHT 18 Re-shoring Contact Centers Rising customer dissatisfaction with offshore contact centers has many companies looking to relocate closer to home. 14 Customer Centricity Your customers are everywhere—and they’re talking about you. BY IAN JACOBS 21 ON THE SCENE: Retailers Dream Big In the face of new challenges, design and creativity are seen as key factors. 16 The Tipping Point Existing CRM deployments can help with mastering the art of the deal. BY ANUPAM AGARWAL 22 MARKET FOCUS: AUTOMOTIVE Detroit: Driven to Distraction With fierce competition and a weakening economy, long-term customer satisfaction is the goal. 19 NetSuite’s Sweet Ride Takes Another Turn The on-demand CRM vendor finally goes public. 47 Re:Tooling Master data management. BY JESSICA TSAI 23 Required Reading Your employees matter, too. 20 SaaS X.0? The next wave of on-demand computing may just be another trendy “2.0” label. 48 Connect Everything is social. BY PAUL GREENBERG 20 destinationCRM Dashboard 50 Pint of View The power of habit— and green beer. BY MARSHALL LAGER Highlights from recent online news. REAL ROI 43 Quixtar’s Quick Fix An easy-to-use business intelligence project sparks innovative reporting without additional personnel. 43 Travelocity’s New Traveling Companion The Roaming Gnome gets a lift from analytics. 44 Chasing Down First-Call Resolution A credit-card company reduces agent strain and finds answers faster with Enkata. 45 Governing Better Marketing Varonis excels beyond Excel and into marketing automation. 46 Secret of My Success 43 4 CUSTOMER RELATIONSHIP MANAGEMENT | MARCH 2008 Canadian public broadcaster Knowledge Network uses InfoStreet StreetSmart to put an end to clunky email. www.destinationCRM.com http://www.destinationCRM.com
Table of Contents Feed for the Digital Edition of CRM - March 2008 CRM - March 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Re-shoring Contact Centers NetSuite’s Sweet Ride Takes Another Turn SaaS X.0? destinationCRM Dashboard Retailers Dream Big Detroit: Driven to Distraction Required Reading The Markets Within the Masses In Search of... Selling CRM to Your Sales Force Quixtar’s Quick Fix Travelocity’s New Traveling Companion Chasing Down First-Call Resolution Governing Better Marketing Secret of My Success Re: Tooling Connect Pint of View CRM - March 2008 CRM - March 2008 - CRM - March 2008 (Page Cover1) CRM - March 2008 - CRM - March 2008 (Page Cover2) CRM - March 2008 - Contents (Page 3) CRM - March 2008 - Contents (Page 4) CRM - March 2008 - Contents (Page 5) CRM - March 2008 - Contents (Page 6) CRM - March 2008 - Contents (Page 7) CRM - March 2008 - Front Office (Page 8) CRM - March 2008 - Front Office (Page 9) CRM - March 2008 - Feedback (Page 10) CRM - March 2008 - Feedback (Page 11) CRM - March 2008 - Reality Check (Page 12) CRM - March 2008 - Reality Check (Page 13) CRM - March 2008 - Customer Centricity (Page 14) CRM - March 2008 - Customer Centricity (Page 15) CRM - March 2008 - The Tipping Point (Page 16) CRM - March 2008 - The Tipping Point (Page 17) CRM - March 2008 - Re-shoring Contact Centers (Page 18) CRM - March 2008 - NetSuite’s Sweet Ride Takes Another Turn (Page 19) CRM - March 2008 - destinationCRM Dashboard (Page 20) CRM - March 2008 - Retailers Dream Big (Page 21) CRM - March 2008 - Detroit: Driven to Distraction (Page 22) CRM - March 2008 - Required Reading (Page 23) CRM - March 2008 - The Markets Within the Masses (Page 24) CRM - March 2008 - The Markets Within the Masses (Page 25) CRM - March 2008 - The Markets Within the Masses (Page 26) CRM - March 2008 - The Markets Within the Masses (Page E1) CRM - March 2008 - The Markets Within the Masses (Page E2) CRM - March 2008 - The Markets Within the Masses (Page E3) CRM - March 2008 - The Markets Within the Masses (Page E4) CRM - March 2008 - The Markets Within the Masses (Page E5) CRM - March 2008 - The Markets Within the Masses (Page E6) CRM - March 2008 - The Markets Within the Masses (Page E7) CRM - March 2008 - The Markets Within the Masses (Page E8) CRM - March 2008 - The Markets Within the Masses (Page E9) CRM - March 2008 - The Markets Within the Masses (Page E10) CRM - March 2008 - The Markets Within the Masses (Page E11) CRM - March 2008 - The Markets Within the Masses (Page E12) CRM - March 2008 - The Markets Within the Masses (Page 27) CRM - March 2008 - The Markets Within the Masses (Page 28) CRM - March 2008 - The Markets Within the Masses (Page 29) CRM - March 2008 - The Markets Within the Masses (Page 30) CRM - March 2008 - The Markets Within the Masses (Page 31) CRM - March 2008 - In Search of... (Page 32) CRM - March 2008 - In Search of... (Page 33) CRM - March 2008 - In Search of... (Page 34) CRM - March 2008 - In Search of... (Page 35) CRM - March 2008 - In Search of... (Page 36) CRM - March 2008 - In Search of... (Page 37) CRM - March 2008 - Selling CRM to Your Sales Force (Page 38) CRM - March 2008 - Selling CRM to Your Sales Force (Page 39) CRM - March 2008 - Selling CRM to Your Sales Force (Page 40) CRM - March 2008 - Selling CRM to Your Sales Force (Page 41) CRM - March 2008 - Selling CRM to Your Sales Force (Page 42) CRM - March 2008 - Travelocity’s New Traveling Companion (Page 43) CRM - March 2008 - Chasing Down First-Call Resolution (Page 44) CRM - March 2008 - Governing Better Marketing (Page 45) CRM - March 2008 - Secret of My Success (Page 46) CRM - March 2008 - Re: Tooling (Page 47) CRM - March 2008 - Connect (Page 48) CRM - March 2008 - Connect (Page 49) CRM - March 2008 - Pint of View (Page 50) CRM - March 2008 - Pint of View (Page Cover3) CRM - March 2008 - Pint of View (Page Cover4)
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