CRM - March 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 March on www.destinationCRM.com Tools Left in the Box Aren’t Useful Sales effectiveness through CRM, email, and collaboration. BY ARIELA AVNI, FOUNDER AND CEO, PROLIFY SENIOR DESIGNER SENIOR EDITOR ASSISTANT EDITOR ASSISTANT EDITOR Christopher Musico cmusico@destinationCRM.com Lauren McKay lmckay@destinationCRM.com William Band, Jim Dickie, Donna Fluss, Brent Leary Lisa Boccadutre, Jennifer Burmood, Denise Erickson EDITORIAL ADVISORY BOARD EDITORIAL ASSISTANT CONTRIBUTING WRITERS CONTRIBUTING DESIGNERS Tech Support: The New Customer-Loyalty Engine Don’t neglect relationships at this crucial touch point. BY SUKANT SRIVASTAVA, VP, OPERATIONS, AND COUNTRY MANAGER, INDIA, CONVERGYS 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 Growth Through Self-Service Online self-service portals can become high-performance growth engines amid challenging economic times. BY BRIAN SPRAGUE, SR. EXECUTIVE, ACCENTURE Brand Perception 2.0 Using the Internet, text, and other sources for insight. BY BARRY DEVILLE, FIELD TECHNICAL CONSULTANT, SAS INSTITUTE VICE PRESIDENT AND GROUP PUBLISHER WEST COAST AD DIRECTOR 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 Beginning Again: Sales/Marketing Collaboration Sensible suggestions for fostering real communication. BY STEPHANIE BYRD-HARRELL, AUTHOR CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 Beyond Search Multimodal knowledge access will improve customer experience and contact center agent effectiveness. BY ASHUTOSH ROY, CHAIRMAN AND CEO, AND ANAND SUBRAMANIAM, VICE PRESIDENT, WORLDWIDE MARKETING, EGAIN COMMUNICATIONS 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 INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY Mind the Channel Set your brand apart by using channels appropriately. BY MORGAN STEWART, DIRECTOR, RESEARCH AND STRATEGY, EXACTTARGET Bill Spence spence@infotoday.com PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR M. Heide Dengler hdengler@infotoday.com Michael Hardwick mhardwick@infotoday.com Who’s on Your Team? Strong and weak ties reveal who your real partners are. BY GREG LLOYD, PRESIDENT AND COFOUNDER, TRACTION SOFTWARE 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. 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. Don’t Confuse Marketing with Selling One fundamental mistake can cost you. BY JIM LEWIS, PRESIDENT, PRINCETON SALES PARTNERS Effective Chat Five questions to get to real ROI. BY ANAND CHOPRA, SENIOR DIRECTOR, MARKETING, TALISMA, AN NGENERA CO. 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 - 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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