CRM - May 2008 - (Page 7)

VIEWPOINTS 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 Lauren McKay lmckay@destinationCRM.com Exclusive features for May on www.destinationCRM.com Why Pre-Purchase Behavior Matters It’s the only way to build customer experiences that resonate. BY GAVIN FINN, PRESIDENT AND CEO, KAON INTERACTIVE SENIOR DESIGNER SENIOR EDITOR EDITORIAL ASSISTANT EDITORIAL ASSISTANT EDITORIAL ASSISTANT CONTRIBUTING WRITERS Lior Arussy, Ryan Davis, Donna Fluss, Barton Goldenberg, James Kobielus, J. David Lashar, Jessica Sebor EDITORIAL ADVISORY BOARD Future-Proof Your Customer Strategy A single bad contact center experience can have an exponential ripple effect. BY TIM HOULNE, CEO, WORKING SOLUTIONS 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 Dashboards for Customer-Facing BI User-friendly visuals provide a way for customers to manage all their data. BY SHADAN MALIK, PRESIDENT AND CEO, IDASHBOARDS Is Your Email Smart? It should do more than deliver information—it should enable action. BY SIAMAK FARAH, FOUNDER AND CEO, INFOSTREET 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 WEST COAST AD DIRECTOR EAST/MIDWEST AD DIRECTOR The Tipping Point for Call Automation Now available as a Web 2.0 service, millions can finally deploy it. BY MICHAEL KUPERSTEIN, CEO, METAPHOR SOLUTIONS DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 Measuring the Customer Experience New end-user monitors analyze the user experience in real time. BY FRANK HOLSWORTH, DIRECTOR OF PRODUCT MANAGEMENT, CUSTOMER EXPERIENCE MANAGER PRODUCT LINE, CA WILY 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 Time for CRM to Get Social Why? Because 274 million people use some form of social networking. BY MATTHEW CROOK, CEO, SALESCENTRIC INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY 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 Make Your Contact Center Emotionally Intelligent 5 best practices to help you get there. BY ANAND SUBRAMANIAM, VICE PRESIDENT, GLOBAL MARKETING, EGAIN COMMUNICATIONS 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. Sales Self-Sabotage The cause and the cure. BY JEFF THULL, CEO AND PRESIDENT, PRIME RESOURCE GROUP 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. Upping the Ante to Create and Deliver Value to Customers MasterCard’s strategic transformation to drive differentiation. BY CYNTHIA STUCKEY, VICE PRESIDENT, BUSINESS ADMINISTRATION, MASTERCARD GLOBAL SALES DEVELOPMENT 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 - May 2008

CRM - May 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Is CRM Too Hard for Microsoft Vendors Go Virtual For Feedback Sense-sational Marketing How UGC Can Benefit CRM DestinationCRM Dashboard Price Check, Aisle 5 Required Reading The Moving Target The Excellence Myth Seven Steps to SOA Success And They're Off! Are You Ready to Party? Skin in the Game The Right Numbers Secret of My Success Re: Tooling Connect Pint of View

CRM - May 2008

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