CRM- September 2008 - (Page 7) VIEWPOINTS EDITORIAL DIRECTOR David Myron dmyron@destinationCRM.com MANAGING EDITOR Joshua Weinberger jweinberger@destinationCRM.com Laura Hegyi lhegyi@infotoday.com Marshall F. Lager mlager@destinationCRM.com Jessica Tsai jtsai@destinationCRM.com Christopher Musico cmusico@destinationCRM.com Lauren McKay lmckay@destinationCRM.com Exclusive features for September on www.destinationCRM.com Demand Generation’s Last Frontier Your Web site can drive conversion rates. BY JOHN GIRARD, FOUNDER AND CEO, CLICKABILITY SENIOR DESIGNER SENIOR EDITOR ASSISTANT EDITOR EDITORIAL ASSISTANT EDITORIAL ASSISTANT CONTRIBUTING WRITERS Ian Jacobs, James Kobielus, Eric Kutcher, Denis Pombriant, Jessica Sebor, Tom Stephenson, Lareina Yee CONTRIBUTING DESIGNERS Danielle Nicotra, Dana Stevenson Break the Rules to Win in Customer Service Out-innovate the competition in 9 contrarian ways. BY ANAND SUBRAMANIAM, VICE PRESIDENT, WORLDWIDE MARKETING, EGAIN COMMUNICATIONS EDITORIAL ADVISORY BOARD 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 Bob Fernekees 1-212-251-0608 x106 bfernekees@destinationCRM.com Selling to Executives Who’s getting their attention, you or your competitor? BY JEFF THULL, CEO AND PRESIDENT, PRIME RESOURCE GROUP VICE PRESIDENT AND GROUP PUBLISHER WEST COAST AD DIRECTOR Dennis Sullivan 1-800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 1-201-327-2773 adrienne@destinationCRM.com MARKETING Advanced Marketing Analytics: The Next Big Thing The marketplace is demanding a new type of analytic platform. BY MICHAEL CACCAVALE, CEO, PLURIS EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Dialer On-Demand The evolution of the physical dialer. BY LOUIS SUMME, CEO AND COFOUNDER, LIVEVOX CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 MDM in the Real World Putting master data management into practice. BY MARTY MOSELEY, CTO, INITIATE SYSTEMS EXECUTIVE MANAGEMENT PRESIDENT AND CEO Thomas H. Hogan thogan@infotoday.com CHAIRMAN Roger R. Bilboul John Yersak johny@infotoday.com Dick Kaser kaser@infotoday.com VICE PRESIDENT, ADMINISTRATION VICE PRESIDENT, CONTENT Dirty Data Blues Maximizing the value of your CRM investment. BY TONY SCEALES, CTO, CELONA TECHNOLOGIES INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY Bill Spence spence@infotoday.com PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR M. Heide Dengler hdengler@infotoday.com Boomers’ New Attitudes, New Lifestyles, New Opportunities Exploding 5 myths. BY LINDA REED, EXECUTIVE VICE PRESIDENT AND CHIEF MARKETING OFFICER, DMW WORLDWIDE Michael Hardwick mhardwick@infotoday.com CUSTOMER SERVICE Editorial Office: 237 West 35th Street, Suite 14A, 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. Emotion Detection: What’s the Hold-up? This customer service tool has yet to realize its full potential. BY JOSEPH A. STAPLES, SENIOR VICE PRESIDENT OF WORLDWIDE MARKETING, INTERACTIVE INTELLIGENCE 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. Cash In on Incremental Value A new-old approach to marketing spend comes of age. BY DAVID KING, CEO, FULCRUM http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com
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