CRM- September 2008 - (Page 4) Contents 8 10 12 14 52 INSIGHT 53 COLUMNS/DEPARTMENTS 6 Front Office New markets and leaders emerge in the still-growing CRM industry. BY DAVID MYRON 14 Locating Intelligence By knowing the “where” in anywhere, business intelligence just got a whole lot smarter. 8 Reality Check The innovation you seek may come from your customers. BY DENIS POMBRIANT 15 CRM Dials Into the iPhone Is the industry ready to turn a consumer craze into a business tool? 10 Customer Centricity CRM has never prioritized the individual—but social networking changes all that. BY IAN JACOBS 16 CRM on Twitter Open-source CRM remains an open question in the Twitterverse. 12 The Tipping Point Data is the flashlight to help uncover sales innovation. BY LAREINA YEE, ERIC KUTCHER, AND TOM STEPHENSON 17 Are Support Systems Way Off-Base? Web 2.0 technology leaves many companies’ knowledge base systems in the dust. 18 52 Connect Really happy in real time. BY JAMES KOBIELUS MARKET FOCUS: FINANCIAL SERVICES Keeping Your Money on Their Minds Compliance, mobile banking, data in the cloud—financial services firms have a lot to deal with. 53 Re:Tooling Business-card scanners. BY CHRISTOPHER MUSICO 19 Required Reading 54 Pint of View You wanna go where everybody knows your liver. BY MARSHALL LAGER A look at what companies need in order to achieve world-class customer service. 4 CUSTOMER RELATIONSHIP MANAGEMENT | SEPTEMBER 2008 www.destinationCRM.com http://www.destinationCRM.com
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