CRM - July 2008 - (Page 4) Contents 12 COLUMNS/ DEPARTMENTS 6 Front Office This is not your father’s CRM industry. BY DAVID MYRON 14 INSIGHT 14 CRM’s a Social Animal As enterprise social computing takes off, CRM providers scramble to connect, too. 45 REAL ROI 45 Another Bright Idea Out of Edison From the famous inventor’s hometown, CheckPoint HR gets insight and cuts costs with Microsoft Dynamics GP. 8 Reality Check CRM can be your personal digital assistant—and your sales force’s new best friend. BY JIM DICKIE 15 SAP Looks to ‘Change the Game’ In the aftermath of its Sapphire ’08 conference, can new offerings bring the German juggernaut back to the forefront of the CRM 2.0 battle? 45 A Small Biz Blossoms Orchid Book Distributers, an Irish seller of textbooks and training manuals, sprouts email newsletters from VerticalResponse. 10 Customer Centricity Why simply “making your numbers” is simply not good enough. BY LIOR ARUSSY 16 CRM on Twitter Tweets get lively, as Twitterers air their feelings on Microsoft Dynamics CRM. 46 Biting Off the Right Amount PracticeWorks brushes up its technical support operations for oral-healthcare offices, with the help of Bomgar Box. 12 The Tipping Point Don’t be afraid of a little discipline. BY J. DAVID LASHAR 17 CRM to the Max Mobile WiMax will transform the way consumers interact with technology—but only if it’s widely available. 48 Connect It’s going to take a very special kind of organization to truly make a personal connection with customers. BY PAUL GREENBERG 47 Something for a Rainy Day Better landing pages increase adoption of relevant weather-alert services for The Weather Channel Interactive. The new destinationCRM.com is now live! We’ve relaunched our Web site with new features and functions, including exclusive material supplementing the stories in the pages of the magazine. To see bonus material from this month, visit www.destinationCRM.com/08Jul. 18 MARKET FOCUS: HEALTHCARE A Prescription for Satisfaction As healthcare becomes more technologically advanced, are patients better served? 49 Re:Tooling Open-source CRM. BY CHRISTOPHER MUSICO 50 Pint of View How Darth Vader killed the Road Runner. BY MARSHALL LAGER 19 Required Reading Changing your brand’s tagline may end up damaging the brand itself. 4 CUSTOMER RELATIONSHIP MANAGEMENT | JULY 2008 www.destinationCRM.com http://destinationCRM.com http://www.destinationCRM.com/08Jul 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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