CRM - March 2008 - (Page 6) VIEWPOINTS Exclusive features for March on www.destinationCRM.com Add Mobile to the CRM Mix Meeting customers where they want. BY PATRICK McHUGH, EXECUTIVE VICE PRESIDENT, NEOLANE EDITORIAL DIRECTOR David Myron dmyron@destinationCRM.com MANAGING EDITOR Joshua Weinberger jweinberger@destinationCRM.com Laura Hegyi lhegyi@infotoday.com Jessica Tsai jtsai@destinationCRM.com Marshall F. Lager mlager@destinationCRM.com Christopher Musico cmusico@destinationCRM.com SENIOR DESIGNER SENIOR EDITOR EDITORIAL ASSISTANT EDITORIAL ASSISTANT Target Marketing Through Business Communications Intelligence Helping marketers with customer identity management. BY MICHAEL OVERTURF, VICE PRESIDENT OF STRATEGY, PITNEY BOWES’ GROUP 1 SOFTWARE CONTRIBUTING WRITERS Anupam Agarwal, Phillip Britt, Ryan Davis, Paul Greenberg, Ian Jacobs, Denis Pombriant EDITORIAL ADVISORY BOARD Is Working from Home Too Good to Be True? Teleworking is not plug-and-play. BY DEBRA GREEN, SENIOR DIRECTOR, AND STACEY DeVORE, MANAGER, ALVAREZ & MARSAL BUSINESS CONSULTING 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 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 Customer Service from the Inside Out Communication needs to be a two-way street. BY LAURIE BROWN, SPEAKER, TRAINER, CONSULTANT, THEDIFFERENCE.NET WEST COAST AD DIRECTOR EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com 6 Myths about Sales The quick fix is rarely quick—and never a fix. BY MARTYN LEWIS, FOUNDER, PRESIDENT, CEO, MARKET-PARTNERS DawnEl Harris dawnel@destinationCRM.com CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 Invest in the Online Customer Experience The rewards are worth reaping. BY CID JENKINS, SENIOR VICE PRESIDENT, SALES, NORTH AMERICA, ESTARA PRESIDENT AND CEO EXECUTIVE MANAGEMENT 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 Marketing Myopia Traditional approaches waste money. BY MARK SMITH, EXECUTIVE VICE PRESIDENT, PORTRAIT SOFTWARE INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY Bill Spence spence@infotoday.com PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR Building the Bridge Between Service and Selling The only growth strategy you need. BY WALT ZEGLINSKI, CEO AND CHIEF CLIENT ADVOCATE, AND BILL KOWALSKI, SENIOR VP OF CLIENT DEVELOPMENT, INTEGRITY SOLUTIONS M. Heide Dengler hdengler@infotoday.com Renée Fortin Michael Hardwick mhardwick@infotoday.com WHITE PAPERS 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. The Full Promise of Business Intelligence The core of rock-solid BI turns questions into answers. BY LEAH MacMILLAN, VICE PRESIDENT, BUSINESS INTELLIGENCE PRODUCT MARKETING, COGNOS 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. Is Marketing Left Out of CRM? You’re not the only one talking to your customers. BY DANNY BRIERE, FOUNDER, CEO, mBLAST http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com http://THEDIFFERENCE.NET http://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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