CRM - August 2008 - (Page 4)

Contents 14 COLUMNS/ DEPARTMENTS 6 Front Office Ignorance is the remedy du jour. BY DAVID MYRON 16 INSIGHT 16 Maximum Security You’re nothing without your data—so why would you do nothing to protect it? 45 REAL ROI 43 All Lines Are Not Busy British Telecom sees massive turnaround in its contact centers thanks to Knoa. 8 Feedback Why excellence is so hard to achieve, and other weighty matters. 17 A Code Win Doesn’t Blow CRM is all over this year’s awards for programming excellence. 43 UC: As Easy as A-B-C A Canadian school district doubles the number of phones—and still saves money. 10 Reality Check The Digital Client is older than you think. BY BARTON GOLDENBERG 18 ON THE SCENE: GARTNER AADI & GARTNER ENTERPRISE ARCHITECTURE Forming the Platform Now’s the time to decide upon a business process platform. 44 Even Contact Centers Have Room for Improvement France’s Groupe b2s boosts productivity with Altitude Software. 12 Customer Centricity The contact center may be your last line of defense. BY DONNA FLUSS 18 CRM on Twitter The microblogging medium shows some growing pains. CRM users know the feeling. 45 Money Lying Around? Targeted sales calls connect better with clients who invest more. 14 The Tipping Point Delivering a rewarding experience requires doing a lot of things well. BY WOODY DRIGGS 19 CRM Class Is in Session More colleges and consulting firms are offering CRMspecific certifications. 46 Secret of My Success A cable provider’s path to better service is laid through SinglePipe Communications. Corrections: In each of two recent features, we inaccurately identified a quoted source. In “Selling CRM to Your Sales Force” (March 2008): Peter Callaghan is the chief sales officer of Maximizer Software, not its chief executive officer. In “All Talk” (June 2008): Ernie Wallerstein was wrongly listed as a founder of Zeacom; he is the company’s president. CRM regrets the errors, and any confusion they may have caused. 47 Re:Tooling Email management tools. BY CHRISTOPHER MUSICO 20 MARKET FOCUS: EDUCATION 48 Scouting Report The hosted contact center comes of age. BY DONNA FLUSS AND BETH EISENFELD Making CRM Mandatory for University Administration Why higher-education spending on CRM is set to almost double by 2012. 50 Pint of View There’s a sucker born every minute. BY MARSHALL LAGER 21 Required Reading Physical and mental wellness can affect the quality of customer service. 4 CUSTOMER RELATIONSHIP MANAGEMENT | AUGUST 2008 www.destinationCRM.com http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - August 2008

CRM - August 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Maximum Security A Code Win Doesn’t Blow Forming the Platform CRM on Twitter CRM Class Is in Session Making CRM Mandatory for University Administration Required Reading Cover Story: Calling it Quits Wouldja Look at That? 8 Enterprise Strategies That Stick CRM Searches for Search All Lines Are Not Busy UC: As Easy as A-B-C Even Contact Centers Have Room for Improvement Money Lying Around? Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - August 2008

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