CRM - April 2008 - (Page 6)

VIEWPOINTS Exclusive features for April on www.destinationCRM.com Arm Your Sales Teams Technology can shorten the sales cycle, from prospecting to close. BY JASON LEMKIN, CEO AND COFOUNDER, ECHOSIGN 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 CONTRIBUTING WRITERS Getting Channel Marketing Right A systematic approach to resource allocation drives value. BY MICHAEL JENNINGS, PRINCIPAL, BRIDGE STRATEGY GROUP Lior Arussy, Ryan Davis, Jim Dickie, Woody Driggs, Donna Fluss, David Jastrow, Jessica Sebor EDITORIAL ADVISORY BOARD Content Management for the Multichannel Consumer Linking CRM to CM may be the key to pleasing information-hungry buyers. BY GARY WALKER, SENIOR VICE PRESIDENT, APPLIED TECHNOLOGY SOLUTIONS GROUP, RWD TECHNOLOGIES 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, DIRECTOR, ENTERPRISE RESEARCH, 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 Employees First: The Key to Great Customer Service Building a brand starts from within. BY PAUL SPIEGELMAN, CHIEF EXECUTIVE OFFICER, THE BERYL COMPANIES WEST COAST AD DIRECTOR EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com SaaS Offers More to Manufacturers Software-as-a-service solutions are now available for the industry’s complex applications. BY DOUGLAS TIMMEL, DIRECTOR OF INDUSTRY SOLUTIONS, BLUEWOLF CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 PRESIDENT AND CEO EXECUTIVE MANAGEMENT Thomas H. Hogan thogan@infotoday.com CHAIRMAN Solving the SOA Data Dilemma A hub provides an ideal way to manage data within a servicesoriented architecture. BY MARTY MOSELEY, CHIEF TECHNOLOGY OFFICER, INITIATE SYSTEMS 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 Bill Spence spence@infotoday.com Managing Relationships Is Hardly Academic Lessons for the corporate world. BY DR. RICHARD LUTZ AND PROF. LEONARD LABONIA, QUINNIPIAC UNIVERSITY PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR M. Heide Dengler hdengler@infotoday.com Michael Hardwick mhardwick@infotoday.com 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 Sales Engineer: A Hybrid Role Blend technical expertise with customer knowledge to drive business outcomes. BY JOHN W. CONOVER IV, PRESIDENT, TRANE AMERICAS 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 Importance of Customer Experience in a Downturn Beware the “cut prices” line of defense. BY JEFF GURTMAN, ACCOUNT DIRECTOR, LRA WORLDWIDE 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 - April 2008

CRM - April 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point A Tenancy of One’s Own The Rebirth of Taxes destinationCRM Dashboard Labor Disputes Reach The Contract Center The Plight of the Wirelines Required Reading The 2008 Service Awards The 2008 Service Leader Awards Customer Self-Service Microsoft Genesys Oracle eGain Astute Solutions The 2008 Rising Stars The 2008 Service Elite Awar Re:Tooling Scouting Report Pint of View

CRM - April 2008

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