CRM - March 2009 - (Page 4) Contents 50 COLUMNS/ DEPARTMENTS 6 Front Office In tough economic times, people are forced to dig a little deeper. BY DAVID MYRON 14 INSIGHT 14 Stay Tuned The switch to digital TV broadcasts is upon us—or is it? 45 REAL ROI 43 The Virtual Welcome Mat Eloqua extends the reach of its marketing message with On24’s Web-event expertise. 8 Reality Check Barely half of all reps made quota last year. Something has got to change. BY JIM DICKIE 15 Stimulating Citizen Experience Could an infusion of Web 2.0 in the public sector change the way we view constituent service? 43 A Tough Transition Made Easier Act! provides an assisted-living facility with an assist of its own. 16 CRM on Twitter Obamamania in the Twitterverse. 10 Customer Centricity The top 10 goals for contact center managers this year. BY DONNA FLUSS 44 A Training Regimen Gets Rigorous Brainshark helps FitLinxx pump up customers’ use of fitness technology. 17 ON THE SCENE: NATIONAL RETAIL FEDERATION ’09 12 The Tipping Point Time to risk-proof your CRM initiative. BY WILLIAM BAND Retailers Face Reality In today’s economy, mere survival can become the primary goal. 45 A Battle Fought from Afar With Axeda’s help, Varian Medical Systems remotely tends to its cancer-fighting radiology equipment. 47 Re:Tooling Web 2.0’s delivering you a business-card shakedown. BY CHRISTOPHER MUSICO 18 Making Relationships Matter As LinkedIn grows, what does the future hold for enterprise social networking? 46 Secret of My Success Infusionsoft proves handy for customer-contact specialist Direct Mail By Hand. 48 Connect The tweet is mightier than the sword. BY BRENT LEARY 19 Required Reading A new book suggests that Barack Obama’s campaign—and his presidency—can teach the business world a thing or two about 2.0. 50 Pint of View Clichés aren’t always right. BY MARSHALL LAGER 4 CUSTOMER RELATIONSHIP MANAGEMENT | MARCH 2009 www.destinationCRM.com http://www.destinationCRM.com
Table of Contents Feed for the Digital Edition of CRM - March 2009 CRM - March 2009 Contents Front Office Reality Check Customer Centricity The Tipping Point Stay Tuned Stimulating Citizen Experience CRM on Twitter Retailers Face Reality Making Relationships Matter Required Reading We the People Innovation Nation CRM and the iPhone Looking to Score The Virtual Welcome Mat A Tough Transition Made Easier A Training Regimen Gets Rigorous A Battle Fought from Afar Secret of My Success Re:Tooling Connect Pint of View CRM - March 2009 CRM - March 2009 - CRM - March 2009 (Page Cover1) CRM - March 2009 - CRM - March 2009 (Page Cover2) CRM - March 2009 - Contents (Page 3) CRM - March 2009 - Contents (Page 4) CRM - March 2009 - Contents (Page 5) CRM - March 2009 - Front Office (Page 6) CRM - March 2009 - Front Office (Page 7) CRM - March 2009 - Reality Check (Page 8) CRM - March 2009 - Reality Check (Page 9) CRM - March 2009 - Customer Centricity (Page 10) CRM - March 2009 - Customer Centricity (Page 11) CRM - March 2009 - The Tipping Point (Page 12) CRM - March 2009 - The Tipping Point (Page 13) CRM - March 2009 - Stay Tuned (Page 14) CRM - March 2009 - Stimulating Citizen Experience (Page 15) CRM - March 2009 - CRM on Twitter (Page 16) CRM - March 2009 - Retailers Face Reality (Page 17) CRM - March 2009 - Making Relationships Matter (Page 18) CRM - March 2009 - Required Reading (Page 19) CRM - March 2009 - We the People (Page 20) CRM - March 2009 - We the People (Page 21) CRM - March 2009 - We the People (Page 22) CRM - March 2009 - We the People (Page 23) CRM - March 2009 - We the People (Page 24) CRM - March 2009 - We the People (Page 25) CRM - March 2009 - Innovation Nation (Page 26) CRM - March 2009 - Innovation Nation (Page 27) CRM - March 2009 - Innovation Nation (Page 28) CRM - March 2009 - Innovation Nation (Page 29) CRM - March 2009 - Innovation Nation (Page 30) CRM - March 2009 - Innovation Nation (Page 31) CRM - March 2009 - CRM and the iPhone (Page 32) CRM - March 2009 - CRM and the iPhone (Page 33) CRM - March 2009 - CRM and the iPhone (Page 34) CRM - March 2009 - CRM and the iPhone (Page 35) CRM - March 2009 - CRM and the iPhone (Page 36) CRM - March 2009 - CRM and the iPhone (Page 37) CRM - March 2009 - Looking to Score (Page 38) CRM - March 2009 - Looking to Score (Page 39) CRM - March 2009 - Looking to Score (Page 40) CRM - March 2009 - Looking to Score (Page 41) CRM - March 2009 - Looking to Score (Page 42) CRM - March 2009 - A Tough Transition Made Easier (Page 43) CRM - March 2009 - A Training Regimen Gets Rigorous (Page 44) CRM - March 2009 - A Battle Fought from Afar (Page 45) CRM - March 2009 - Secret of My Success (Page 46) CRM - March 2009 - Re:Tooling (Page 47) CRM - March 2009 - Connect (Page 48) CRM - March 2009 - Connect (Page 49) CRM - March 2009 - Pint of View (Page 50) CRM - March 2009 - Pint of View (Page Cover3) CRM - March 2009 - Pint of View (Page Cover4)
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