CRM - July 2008 - (Page 3) 20 JOHN LOOMIS 30 40 Contents COVER STORY WITH ADDITIONAL REPORTING BY LAUREN McKAY, CHRISTOPHER MUSICO, AND JESSICA TSAI Vol. 12, No. 7 20 Is Microsoft Winning the CRM Race? The latest CRM products and partnerships from Redmond’s software juggernaut have set the industry abuzz about whether Microsoft has finally forced its way to the forefront—or if it was ever destined to be a true leader in the first place. Plus, an exclusive interview with Microsoft Chief Executive Officer Steve Ballmer. BY MARSHALL LAGER, FEATURES 30 Jumping into the SaaS Pool It’s no longer a matter of just testing the waters: Large enterprises are making a splash with software-as-a-service CRM. BY LAUREN McKAY 40 Say What? The voice user interface problem has long been the sticking point in automated support systems. Why can’t designers design a system worth talking about? BY CHRISTOPHER MUSICO Cover photograph by John Loomis CRM (ISSN 1529-8728) is published monthly by CRM Media, a division of Information Today, Inc., 143 Old Marlton Pike, Medford, NJ 08055. Periodicals postage paid at Medford, NJ, and at additional offices. Copyright 2008 by CRM Media. All rights reserved. Reproduction or use of the contents in whole or in part without permission of the publisher is prohibited. The publisher assumes no responsibility for care and return of unsolicited materials. Subscriptions: Free to qualified readers as defined on the subscription card, but a charge of $15 per year for subscribers in Canada and Mexico, and $40 per year for all other subscribers outside the United States is required for shipping charges. For nonqualified subscribers, charges are $23.95 per year within the United States, $38.95 per year in Mexico and Canada, and $63.95 per year in all other countries. Back issues are available at $7.50 for U.S. orders and $10.00 in Canada and elsewhere. All rights reserved. All charges are payable in advance in U.S. dollars. Send subscription requests and address changes (please include old mailing label) to: CRM magazine, P.O. Box 3510, Northbrook, IL 60065; or call 847-291-5213. Subscribe online: www.destinationCRM.com. POSTMASTER: Send address changes to CRM magazine, P.O. Box 3510, Northbrook, IL 60065. International Publications Mail (Canadian Distribution) Sales Agreement No. 1226983. www.destinationCRM.com CUSTOMER RELATIONSHIP MANAGEMENT | JULY 2008 3 http://www.destinationCRM.com http://www.destinationCRM.com
Table of Contents Feed for the Digital Edition of CRM - July 2008 CRM - July 2008 Contents Front Office Reality Check Customer Centricity The Tipping Point CRM’s a Social Animal SAP Looks to ‘Change the Game' CRM on Twitter CRM to the Max A Prescription for Satisfaction Required Reading Cover Story: Is Microsoft Winning the CRM Race? Jumping into the SaaS Pool Say What? Another Bright Idea Out of Edison A Small Biz Blossoms Biting Off the Right Amount Something for a Rainy Day Connect Re:Tooling Pint of View CRM - July 2008 CRM - July 2008 - CRM - July 2008 (Page 1) CRM - July 2008 - CRM - July 2008 (Page 2) CRM - July 2008 - Contents (Page 3) CRM - July 2008 - Contents (Page 4) CRM - July 2008 - Contents (Page 5) CRM - July 2008 - Front Office (Page 6) CRM - July 2008 - Front Office (Page 7) CRM - July 2008 - Reality Check (Page 8) CRM - July 2008 - Reality Check (Page 9) CRM - July 2008 - Customer Centricity (Page 10) CRM - July 2008 - Customer Centricity (Page 11) CRM - July 2008 - The Tipping Point (Page 12) CRM - July 2008 - The Tipping Point (Page 13) CRM - July 2008 - CRM’s a Social Animal (Page 14) CRM - July 2008 - SAP Looks to ‘Change the Game' (Page 15) CRM - July 2008 - CRM on Twitter (Page 16) CRM - July 2008 - CRM to the Max (Page 17) CRM - July 2008 - A Prescription for Satisfaction (Page 18) CRM - July 2008 - Required Reading (Page 19) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 20) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 21) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 22) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 23) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 24) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 25) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 26) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 27) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 28) CRM - July 2008 - Cover Story: Is Microsoft Winning the CRM Race? (Page 29) CRM - July 2008 - Jumping into the SaaS Pool (Page 30) CRM - July 2008 - Jumping into the SaaS Pool (Page 31) CRM - July 2008 - Jumping into the SaaS Pool (Page 32) CRM - July 2008 - Jumping into the SaaS Pool (Page 33) CRM - July 2008 - Jumping into the SaaS Pool (Page 34) CRM - July 2008 - Jumping into the SaaS Pool (Page 35) CRM - July 2008 - Jumping into the SaaS Pool (Page 36) CRM - July 2008 - Jumping into the SaaS Pool (Page 37) CRM - July 2008 - Jumping into the SaaS Pool (Page 38) CRM - July 2008 - Jumping into the SaaS Pool (Page 39) CRM - July 2008 - Say What? (Page 40) CRM - July 2008 - Say What? (Page 41) CRM - July 2008 - Say What? (Page 42) CRM - July 2008 - Say What? (Page 43) CRM - July 2008 - Say What? (Page 44) CRM - July 2008 - A Small Biz Blossoms (Page 45) CRM - July 2008 - Biting Off the Right Amount (Page 46) CRM - July 2008 - Something for a Rainy Day (Page 47) CRM - July 2008 - Connect (Page 48) CRM - July 2008 - Re:Tooling (Page 49) CRM - July 2008 - Pint of View (Page 50) CRM - July 2008 - Pint of View (Page 51) CRM - July 2008 - Pint of View (Page 52)
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