CRM - October 2007 - (Page 9)

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 Coreen Bailor cbailor@destinationCRM.com Colin Beasty cbeasty@destinationCRM.com Jessica Tsai jtsai@destinationCRM.com Greg Edmondson Exclusive features for October on www.destinationCRM.com 6 Keys to a Successful CRM Upgrade Adhere to a plan and avoid unnecessary changes. BY SAM BIARDO, FOUNDER AND CEO, TECHNOLOGY ADVISORS SENIOR DESIGNER SENIOR EDITOR ASSOCIATE EDITOR ASSOCIATE EDITOR EDITORIAL ASSISTANT PROOFREADER CONTRIBUTING WRITERS Managing Data for Privacy and Security CDI solutions provide the framework for comprehensive data-sharing. BY SCOTT SCHUMACHER, CHIEF SCIENTIST, INITIATE SYSTEMS Anupam Agarwal, Lior Arussy, Jim Dickie 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 GROUP PUBLISHER Bob Fernekees 212-251-0608 x13 bfernekees@destinationCRM.com WEST COAST AD DIRECTOR High-Tech’s Disconnected World: Customer Service Tech firms focus on the wrong issues. BY BRETT ANDERSON, GLOBAL MANAGING DIRECTOR, COMMUNICATIONS AND HIGH-TECH CRM, ACCENTURE Selling Smart to Reach Your Goals Focus on fundamentals in the face of the shortfalls. BY DON HAMMALIAN, DIRECTOR, PROUDFOOT CONSULTING Dennis Sullivan 800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 201-327-2773 adrienne@destinationCRM.com MARKETING Turn Self-Service Inside Out Automation may not lead to satisfaction. BY KEN G. RAMOUTAR, DIRECTOR, GLOBAL PRODUCT MARKETING, STERLING COMMERCE EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Love, Marriage, and Business Relationships Don’t let customers break up with you. BY JULIE CASTEEL, CHIEF GLOBAL SALES AND MARKETING OFFICER, CLIENTLOGIC CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 Common Voice-Messaging Myths Debunk these, and outreach thrives. BY MATT EDMUNDS, VICE PRESIDENT, SOUNDBITE COMMUNICATIONS 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 Incentives in an On-Demand World Automated payment is its own reward. BY JEFFREY SALING, VICE PRESIDENT, MANAGED SERVICES, CALLIDUS SOFTWARE INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY Bill Spence spence@infotoday.com 10 Ways to Improve Your BI Friendly suggestions to revitalize and maximize your company’s BI strategy. BY CHARLES NICHOLLS, FOUNDER AND CEO, SEEWHY SOFTWARE PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR M. Heide Dengler hdengler@infotoday.com Michael Hardwick mhardwick@infotoday.com CUSTOMER SERVICE Editorial Office: 237 West 35th Street, 14th floor, New York, NY 10001; 212-251-0608; www.destinationCRM.com Subscriptions/Cancellations: 847-291-5213; P.O. Box 3510, Northbrook, IL 60065 SUBSCRIBE ONLINE: www.destinationCRM.com List Rental: American List Council POSTAL LIST: Gerry Strauss, 609-580-2793; gerry.strauss@alc.com EMAIL LIST: Cathy Relyea, 914-524-5244; cathy.relyea@alc.com Reprints: For West Coast contact Dennis Sullivan at 800-248-8466 x538 or dennis@destinationCRM.com. For East/Midwest contact Adrienne Snyder at 201-327-2773 or adrienne@destinationCRM.com. Allocating Your Budget Is Critical to Trade-Show Success Make the most of in-person interactions. BY MIKE DROHAN, PRESIDENT, LEAD GENERATION SOLUTIONS 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 847-291-5213. Visit destinationCRM.com to take our current ONLINE READER POLL Watch for the results in CRM magazine’s December issue. See page 18 for the results of our previous poll about the use of smartphones. http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - October 2007

Contents Front Office Reality Check Customer Centricity Coupons Without the Clipping Something Special in the Air Oracle’s Name Game Market Focus: Sports & Entertainment: CRM Scores for Sports Franchises Statistically Speaking The Pulse Required Reading Are We There Yet? Help Them Help Themselves The Chain Gang Pay Day OutClick Media Gets a Second Opinion Best Kiteboarding Makes a Splash with NetSuite True-Blue Service Documentation Secret of My Success The Tipping Point Re:Tooling Pint of View

CRM - October 2007

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