CRM - June 2008 - (Page 7) VIEWPOINTS EDITORIAL DIRECTOR David Myron dmyron@destinationCRM.com MANAGING EDITOR Exclusive features for June on www.destinationCRM.com Got the Marketer’s Blues? 7 tips to cure what ails you. BY KEVIN CLANCY & PETER KRIEG, COPERNICUS MARKETING CONSULTING 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 SENIOR DESIGNER SENIOR EDITOR EDITORIAL ASSISTANT EDITORIAL ASSISTANT EDITORIAL ASSISTANT CONTRIBUTING WRITERS Scott Beardsley, Donna Fluss, Ian Jacobs, Denis Pombriant, Jessica Sebor, Tom Stephenson, Lareina Yee EDITORIAL ADVISORY BOARD Multiple Networks + Multiple Vendors = Multiple Headaches? Merging traditional and new access technologies for streamlined success. BY TOM ELAM, DIRECTOR OF SOFTWARE MARKETING, BROADBAND SOLUTIONS GROUP–HOME AND NETWORKS MOBILITY, MOTOROLA 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 GROUP PUBLISHER How Can I Help You Today? The importance of customer experience in an economic downturn. BY FRANK FLORENCE, VICE PRESIDENT AND CMO, CHORDIANT SOFTWARE 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 Disbanding the Change-Prevention Committee Resisting innovation may doom it. BY ROBERT GORIN, SENIOR DIRECTOR, GETZLER HENRICH & ASSOCIATES EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Christmas in June Retailers can plan now for later profits. BY KELLY MAHONEY, SENIOR VICE PRESIDENT, RETAIL PRACTICE LEADER, HARTE-HANKS CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 The Target Controls the Arsenal Persona-shifting takes care of the “Ready, Fire, Aim” mistake. BY DR. CONLETH O’CONNELL, CTO, VIGNETTE CORPORATION 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 4 Ways to Fix Your Email Marketing A solid contact strategy is the key. BY STEFAN POLLARD, DIRECTOR OF EMAIL BEST PRACTICES, LYRIS 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 The Best Service Is No Service Fixing problems before they occur. BY BILL PRICE, PRESIDENT, DRIVA SOLUTIONS, & DAVID JAFFE, MANAGING DIRECTOR, LIMEBRIDGE AUSTRALIA Michael Hardwick mhardwick@infotoday.com Amy Romanofsky WHITE PAPERS 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. Dynamic Documents Can Optimize Your Business Imagine a document aware of its own environment. BY JAKE SOROFMAN, SENIOR VICE PRESIDENT, MARKETING AND BUSINESS DEVELOPMENT, NORTH AMERICA AND EMEA, JUSTSYSTEMS 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. Listen to Your IVR 4 ways interactive voice response can win customer raves. BY MICHAEL ZIRNGIBL, PRESIDENT AND CEO, & MIKE AHNEMANN, PRINCIPAL CLIENT SERVICES CONSULTANT, ANGEL.COM http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com http://ANGEL.COM
Table of Contents Feed for the Digital Edition of CRM - June 2008 CRM - June 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point Making Mashup Masterpieces Trouble in the Air CRM on Twitter Is SaaS Ready for Its Contact Center Close-up? CRM: In the Public Interest Required Reading Lollipop Loyalty Best Practices Series: CRM & eCommerce eGain NetSuite Infor Longwood Software Vovici The Second Coming of 2.0 Believe the Hype About Hosted Contact Centers All Talk So Hot It’s Cool Linksys Gets Shaken, a Community Is Stirred The Risky Risk Business Awana Hears a SaaS Sermon Secret of My Success Re:Tooling Scouting Report Pint of View CRM - June 2008 CRM - June 2008 - CRM - June 2008 (Page Cover1) CRM - June 2008 - CRM - June 2008 (Page Cover2) CRM - June 2008 - Contents (Page 3) CRM - June 2008 - Contents (Page 4) CRM - June 2008 - Contents (Page 5) CRM - June 2008 - Front Office (Page 6) CRM - June 2008 - Front Office (Page 7) CRM - June 2008 - Reality Check (Page 8) CRM - June 2008 - Reality Check (Page 9) CRM - June 2008 - Customer Centricity (Page 10) CRM - June 2008 - Customer Centricity (Page 11) CRM - June 2008 - The Tipping Point (Page 12) CRM - June 2008 - The Tipping Point (Page 13) CRM - June 2008 - Making Mashup Masterpieces (Page 14) CRM - June 2008 - Trouble in the Air (Page 15) CRM - June 2008 - CRM on Twitter (Page 16) CRM - June 2008 - Is SaaS Ready for Its Contact Center Close-up? (Page 17) CRM - June 2008 - CRM: In the Public Interest (Page 18) CRM - June 2008 - Required Reading (Page 19) CRM - June 2008 - Required Reading (Page 20) CRM - June 2008 - Required Reading (Page 21) CRM - June 2008 - Lollipop Loyalty (Page 22) CRM - June 2008 - Lollipop Loyalty (Page 23) CRM - June 2008 - Lollipop Loyalty (Page 24) CRM - June 2008 - Lollipop Loyalty (Page 25) CRM - June 2008 - Lollipop Loyalty (Page 26) CRM - June 2008 - Best Practices Series: CRM & eCommerce (Page S1) CRM - June 2008 - Best Practices Series: CRM & eCommerce (Page S2) CRM - June 2008 - eGain (Page S3) CRM - June 2008 - NetSuite (Page S4) CRM - June 2008 - Infor (Page S5) CRM - June 2008 - Longwood Software (Page S6) CRM - June 2008 - Vovici (Page S7) CRM - June 2008 - Vovici (Page S8) CRM - June 2008 - Vovici (Page 27) CRM - June 2008 - The Second Coming of 2.0 (Page 28) CRM - June 2008 - The Second Coming of 2.0 (Page 29) CRM - June 2008 - The Second Coming of 2.0 (Page 30) CRM - June 2008 - The Second Coming of 2.0 (Page 31) CRM - June 2008 - Believe the Hype About Hosted Contact Centers (Page 32) CRM - June 2008 - Believe the Hype About Hosted Contact Centers (Page 33) CRM - June 2008 - Believe the Hype About Hosted Contact Centers (Page 34) CRM - June 2008 - Believe the Hype About Hosted Contact Centers (Page 35) CRM - June 2008 - Believe the Hype About Hosted Contact Centers (Page 36) CRM - June 2008 - Believe the Hype About Hosted Contact Centers (Page 37) CRM - June 2008 - All Talk (Page 38) CRM - June 2008 - All Talk (Page 39) CRM - June 2008 - All Talk (Page 40) CRM - June 2008 - All Talk (Page 41) CRM - June 2008 - All Talk (Page 42) CRM - June 2008 - Linksys Gets Shaken, a Community Is Stirred (Page 43) CRM - June 2008 - The Risky Risk Business (Page 44) CRM - June 2008 - Awana Hears a SaaS Sermon (Page 45) CRM - June 2008 - Secret of My Success (Page 46) CRM - June 2008 - Re:Tooling (Page 47) CRM - June 2008 - Scouting Report (Page 48) CRM - June 2008 - Scouting Report (Page 49) CRM - June 2008 - Pint of View (Page 50) CRM - June 2008 - Pint of View (Page Cover3) CRM - June 2008 - Pint of View (Page Cover4)
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