CRM - July 2008 - (Page 7) VIEWPOINTS EDITORIAL DIRECTOR David Myron dmyron@destinationCRM.com MANAGING EDITOR Exclusive features for July on www.destinationCRM.com Attaining Enterprise 2.0 Through ‘Social CRM’ Social computing meets business value. BY ANTHONY LYE, SENIOR VICE PRESIDENT OF CRM, ORACLE 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 Lior Arussy, Jim Dickie, Paul Greenberg, J. David Lashar EDITORIAL ADVISORY BOARD The Invisible Hand The real liaison in a dot-com world. BY DIANA KYSER, VICE PRESIDENT, CUSTOMER, THELADDERS.COM 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 Overhauling Your Service Model to Reflect Your New Business Model Customer collaboration is key. BY PETER SIANCHUK, VICE PRESIDENT, WORLDWIDE SUPPORT, SERENA 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 Master Data Management False Starts How to avoid them. BY RAVI SHANKAR, DIRECTOR OF PRODUCT MARKETING, SIPERIAN EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com 4 Simple Tips for Business Intelligence Usability Making BI ridiculously obvious. BY MIKE PSENKA, FOUNDER, PRESIDENT, AND CEO, ETHORITY 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 Personalize the Message Segmentation marketing must be individually relevant. BY DEBORAH EASTMAN, CHIEF MARKETING OFFICER, SATMETRIX Roger R. Bilboul John Yersak johny@infotoday.com Dick Kaser kaser@infotoday.com VICE PRESIDENT, ADMINISTRATION VICE PRESIDENT, CONTENT INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY Bill Spence spence@infotoday.com Help Price-Conscious Consumers Find the Value on Your Site Not every online retailer can lower prices to compete. BY JASON MEUGNIOT, OWNER & CHIEF EXECUTIVE OFFICER, GUIDANCE PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR M. Heide Dengler hdengler@infotoday.com Renée Fortin Michael Hardwick mhardwick@infotoday.com WHITE PAPERS Women on the Web 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. Influencing an influential audience. BY LISA FORMICA, VICE PRESIDENT, FMI DIRECT 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. 10 Rules to Achieve Pricing Confidence Understand and project your value. BY REED HOLDEN AND MARK BURTON, COFOUNDERS, HOLDEN ADVISORS Political Texting What can we learn from how candidates are using SMS messaging? BY SCOTT HORNSTEIN, CONSULTANT, HORNSTEIN ASSOCIATES http://www.destinationCRM.com http://THELADDERS.COM 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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