CRM - April 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 coming in April to www.destinationCRM.com Listen to the Voice of the Customer Bolster the loyalty of your important customers, and control costs with innovative technologies. BY SID PROBSTEIN, CTO, ATTIVIO SENIOR DESIGNER SENIOR EDITOR ASSISTANT EDITOR ASSISTANT EDITOR Christopher Musico cmusico@destinationCRM.com Lauren McKay lmckay@destinationCRM.com EDITORIAL ASSISTANT CONTRIBUTING WRITERS Lior Arussy, Woody Driggs, Barton Goldenberg, Paul Greenberg EDITORIAL ADVISORY BOARD Retail Banking’s New Approach Bankers need a change in their CRM methods. BY NICHOLAS POULOS, MANAGING DIRECTOR, CHRYSALIS MARKETING 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 & CO., INC. ADVERTISING SALES/PRINT & ONLINE VICE PRESIDENT AND GROUP PUBLISHER Bob Fernekees 1-212-251-0608 x106 bfernekees@destinationCRM.com WEST COAST AD DIRECTOR Give It to Me Now! In this Age of the Customer, customers demand attention. BY GARY SCHWARTZ, SENIOR VP, MARKETING, CONFIRMIT Dennis Sullivan 1-800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 1-201-327-2773 adrienne@destinationCRM.com MARKETING EAST/MIDWEST AD DIRECTOR Multichannel and Cross-channel Are Not Interchangeable Getting it right is a matter of methodology, not terminology. BY STEPHAN DIETRICH, PRESIDENT, NEOLANE DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Designing the Perfect Territory Optimize sales resources through the effective use of territory alignment. BY KEN KRAMER, DIRECTOR, PRODUCT MARKETING, TERRALIGN 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 Roger R. Bilboul John Yersak johny@infotoday.com Dick Kaser kaser@infotoday.com Transaction to Trust: The New Era of Customer Service Navigate the downturn by investing in customer relationships. BY JOHN YAGGIE, DIRECTOR, NORTH AMERICAN CRM PRACTICE, AVANADE VICE PRESIDENT, ADMINISTRATION VICE PRESIDENT, CONTENT INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY Bill Spence spence@infotoday.com It’s the Experience, Stupid And it’s the one thing you need to get right. BY SYED HASAN, PRESIDENT AND CEO, RESPONSETEK 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, 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. Is Your Customer Base at Risk? Protect your existing business, especially in tough times. BY ED EMDE, EXECUTIVE VP, WILSON LEARNING 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. Prove It or Lose It Demonstrate the value of marketing. BY LISA CRAMER, PRESIDENT, LEADLIFE SOLUTIONS Just a Chat Away Deliver exceptional customer service through text. BY JESSIE BRUMFIEL, OWNER, JB LABS http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com
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