CRM - October 2008 - (Page 4) Contents 12 COLUMNS/ DEPARTMENTS 6 Front Office These marketing messages go to 11. BY DAVID MYRON 16 INSIGHT 16 Sprinting Toward Disaster? The mobile-service provider runs into problems and looks to customer experience as a solution. 43 REAL ROI 43 The Sweet Smell of High-Quality Service Bath & Body Works improves the customer experience with Astute Solutions. 8 Feedback Readers suggest there’s more to contact center attrition than we thought. 17 SAP Retains Market-Share Lead in CRM Gartner report shows the Wonder of Walldorf still on top—but a lawsuit and other troubles loom. 43 The Next Act! for An Acquisition Two companies combine, and take extra care combining customer data. 10 Reality Check Why your inside sales team seems to know more about CRM than you do. BY JIM DICKIE 19 A Week of Strong Customer Service An annual tradition provides hope for reps facing everincreasing burdens. 44 Some Stories Never Get Old A cosmetics company lets customers expound on the beauty of its brand. 12 Customer Centricity Self-service is just less-than-full service. BY LIOR ARUSSY 19 CRM on Twitter The twitterverse chimes in on customer service. 45 CRM Eases the Pressure For WIKA Instruments Selltis helps a maker of industrial gauges. 14 The Tipping Point Even software-as-a-service requires the right approach. BY J. DAVID LASHAR 20 MARKET FOCUS: SPORTS & ENTERTAINMENT 46 Secret of My Success Methodology and training firm Sales Performance International gathers data with Jigsaw Data’s online contact management. Correction: Due to a reporting oversight in our September issue, we mistakenly referred to one of our 2008 CRM Market Award recipients, IBM Information Integration Solutions, by the wrong name. We regret any confusion this may have caused. 47 Re:Tooling Text mining tools. BY CHRISTOPHER MUSICO Build a Good Event and They Will Come A loyal fan base is the best defense against a declining economy. 48 Scouting Report The high quality of quality management. BY DONNA FLUSS 21 Required Reading The time has finally come for tearing down silos—assuming your marketing department has the stomach for it. 50 Pint of View “On demand” may not mean what you think. BY MARSHALL LAGER 4 CUSTOMER RELATIONSHIP MANAGEMENT | OCTOBER 2008 www.destinationCRM.com http://www.destinationCRM.com
Table of Contents Feed for the Digital Edition of CRM - October 2008 CRM - October 2008 Contents Front Office Feedback RealityCheck Customer Centricity The Tipping Point Sprinting Toward Disaster? SAPRetains Market-Share Lead inCRM AWeek of Strong CustomerService CRMon Twitter Build a Good Event and They Will Come Required Reading There's No Place Like Home The New Breed of CRMConsultant The Price is Right...You Hope How Much Marketing is TooMuch? TheSweet Smell of High-QualityService The Next Act! For An Acquisition Some Stories Never Get Old CRMEases the Pressure For WIKAInstruments Secret of My Success Re:Tooling Scouting Report Pint of View CRM - October 2008 CRM - October 2008 - CRM - October 2008 (Page Cover1) CRM - October 2008 - CRM - October 2008 (Page Cover2) CRM - October 2008 - Contents (Page 3) CRM - October 2008 - Contents (Page 4) CRM - October 2008 - Contents (Page 5) CRM - October 2008 - Front Office (Page 6) CRM - October 2008 - Front Office (Page 7) CRM - October 2008 - Feedback (Page 8) CRM - October 2008 - Feedback (Page 9) CRM - October 2008 - RealityCheck (Page 10) CRM - October 2008 - RealityCheck (Page 11) CRM - October 2008 - Customer Centricity (Page 12) CRM - October 2008 - Customer Centricity (Page 13) CRM - October 2008 - The Tipping Point (Page 14) CRM - October 2008 - The Tipping Point (Page 15) CRM - October 2008 - Sprinting Toward Disaster? (Page 16) CRM - October 2008 - SAPRetains Market-Share Lead inCRM (Page 17) CRM - October 2008 - SAPRetains Market-Share Lead inCRM (Page 18) CRM - October 2008 - CRMon Twitter (Page 19) CRM - October 2008 - Build a Good Event and They Will Come (Page 20) CRM - October 2008 - Required Reading (Page 21) CRM - October 2008 - There's No Place Like Home (Page 22) CRM - October 2008 - There's No Place Like Home (Page 23) CRM - October 2008 - There's No Place Like Home (Page 24) CRM - October 2008 - There's No Place Like Home (Page 25) CRM - October 2008 - There's No Place Like Home (Page 26) CRM - October 2008 - There's No Place Like Home (Page SF1) CRM - October 2008 - There's No Place Like Home (Page SF2) CRM - October 2008 - There's No Place Like Home (Page SF3) CRM - October 2008 - There's No Place Like Home (Page SF4) CRM - October 2008 - There's No Place Like Home (Page SF5) CRM - October 2008 - There's No Place Like Home (Page SF6) CRM - October 2008 - There's No Place Like Home (Page SF7) CRM - October 2008 - There's No Place Like Home (Page SF8) CRM - October 2008 - There's No Place Like Home (Page SF9) CRM - October 2008 - There's No Place Like Home (Page SF10) CRM - October 2008 - There's No Place Like Home (Page SF11) CRM - October 2008 - There's No Place Like Home (Page SF12) CRM - October 2008 - There's No Place Like Home (Page SF13) CRM - October 2008 - There's No Place Like Home (Page SF14) CRM - October 2008 - There's No Place Like Home (Page SF15) CRM - October 2008 - There's No Place Like Home (Page SF16) CRM - October 2008 - There's No Place Like Home (Page SF17) CRM - October 2008 - There's No Place Like Home (Page SF18) CRM - October 2008 - There's No Place Like Home (Page SF19) CRM - October 2008 - There's No Place Like Home (Page SF20) CRM - October 2008 - There's No Place Like Home (Page 27) CRM - October 2008 - The New Breed of CRMConsultant (Page 28) CRM - October 2008 - The New Breed of CRMConsultant (Page 29) CRM - October 2008 - The New Breed of CRMConsultant (Page 30) CRM - October 2008 - The New Breed of CRMConsultant (Page 31) CRM - October 2008 - The New Breed of CRMConsultant (Page 32) CRM - October 2008 - The Price is Right...You Hope (Page 33) CRM - October 2008 - The Price is Right...You Hope (Page 34) CRM - October 2008 - The Price is Right...You Hope (Page 35) CRM - October 2008 - The Price is Right...You Hope (Page 36) CRM - October 2008 - The Price is Right...You Hope (Page 37) CRM - October 2008 - How Much Marketing is TooMuch? (Page 38) CRM - October 2008 - How Much Marketing is TooMuch? (Page 39) CRM - October 2008 - How Much Marketing is TooMuch? (Page 40) CRM - October 2008 - How Much Marketing is TooMuch? (Page 41) CRM - October 2008 - How Much Marketing is TooMuch? (Page 42) CRM - October 2008 - The Next Act! For An Acquisition (Page 43) CRM - October 2008 - Some Stories Never Get Old (Page 44) CRM - October 2008 - CRMEases the Pressure For WIKAInstruments (Page 45) CRM - October 2008 - Secret of My Success (Page 46) CRM - October 2008 - Re:Tooling (Page 47) CRM - October 2008 - Scouting Report (Page 48) CRM - October 2008 - Scouting Report (Page 49) CRM - October 2008 - Pint of View (Page 50) CRM - October 2008 - Pint of View (Page Cover3) CRM - October 2008 - Pint of View (Page Cover4)
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