CRM - October 2008 - (Page 7) VIEWPOINTS EDITORIAL DIRECTOR David Myron dmyron@destinationCRM.com MANAGING EDITOR Joshua Weinberger jweinberger@destinationCRM.com Laura Hegyi lhegyi@infotoday.com Marshall Lager mlager@destinationCRM.com Jessica Tsai jtsai@destinationCRM.com Christopher Musico cmusico@destinationCRM.com Lauren McKay lmckay@destinationCRM.com Exclusive features for October on www.destinationCRM.com Speak with Your Customers CRM automation isn’t enough. BY NEIL SIKDER, VICE PRESIDENT, MAIA STRATEGY GROUP SENIOR DESIGNER SENIOR EDITOR ASSISTANT EDITOR EDITORIAL ASSISTANT EDITORIAL ASSISTANT CONTRIBUTING WRITERS Lior Arussy, Jim Dickie, Donna Fluss, J. David Lashar EDITORIAL ADVISORY BOARD From Publishing to Participation Including user-generated content in the help stream. BY TONY NEMELKA, CEO, HELPSTREAM 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 VICE PRESIDENT AND GROUP PUBLISHER Bob Fernekees 1-212-251-0608 x106 bfernekees@destinationCRM.com WEST COAST AD DIRECTOR Monetize Your Existing Customers Making the most of what you have. BY DAVID TANG, VICE PRESIDENT, GLOBAL MARKETING, VOSKY Basic Tenets for Turbo-Charging CRM This trio lets you do more for less cost. BY IQBAL KHAN, PRESIDENT, TECHNOLOGY EVANGELIST, AND CTO, ALACHISOFT Dennis Sullivan 1-800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 1-201-327-2773 adrienne@destinationCRM.com MARKETING EAST/MIDWEST AD DIRECTOR Database Marketing Solutions: Install or Outsource? How to make the right decision. BY DAVE LAGRECA, CHIEF INFORMATION OFFICER, HARTE-HANKS DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 Customer Disservice Companies face stiff competition and disloyalty in online customer support. BY BRIAN SPRAGUE, SENIOR EXECUTIVE, ACCENTURE PRESIDENT AND CEO EXECUTIVE MANAGEMENT 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 The Second Coming of Email What was once hit-or-miss customer service is becoming more reliable. BY ESTEBAN KOLSKY, VICE PRESIDENT AND PRACTICE LEADER, KANA SOFTWARE 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 Is It Time to Include PR in the CRM Mix? A new model ties publicity to ROI. BY ALAN HAYS, CUSTOMER SUPPORT MANAGER, SMARTDRAW.COM 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. Big Incentives May Drive Bad Behavior Are misdirected sales incentives putting your brand at risk? BY LESLIE STRETCH, PRESIDENT AND CEO, CALLIDUS SOFTWARE 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. Getting the Picture in Customer Support How to chart activities and processes to deliver superior customer service. BY RICHARD VIRGILIO, MANAGING DIRECTOR, PAYPERCLIP http://www.destinationCRM.com http://www.destinationCRM.com http://www.SMARTDRAW.COM http://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 Reality Check Customer Centricity The Tipping Point Sprinting Toward Disaster? SAP Retains Market-Share Lead in CRM A Week of Strong Customer Service CRM on Twitter Build a Good Event and They Will Come Required Reading There's No Place Like Home The New Breed of CRM Consultant The Price is Right...You Hope How Much Marketing is Too Much? The Sweet Smell of High-Quality Service The Next Act! For An Acquisition Some Stories Never Get Old CRM Eases the Pressure For WIKA Instruments 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 - Reality Check (Page 10) CRM - October 2008 - Reality Check (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 - SAP Retains Market-Share Lead in CRM (Page 17) CRM - October 2008 - SAP Retains Market-Share Lead in CRM (Page 18) CRM - October 2008 - CRM on 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 CRM Consultant (Page 28) CRM - October 2008 - The New Breed of CRM Consultant (Page 29) CRM - October 2008 - The New Breed of CRM Consultant (Page 30) CRM - October 2008 - The New Breed of CRM Consultant (Page 31) CRM - October 2008 - The New Breed of CRM Consultant (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 Too Much? (Page 38) CRM - October 2008 - How Much Marketing is Too Much? (Page 39) CRM - October 2008 - How Much Marketing is Too Much? (Page 40) CRM - October 2008 - How Much Marketing is Too Much? (Page 41) CRM - October 2008 - How Much Marketing is Too Much? (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 - CRM Eases the Pressure For WIKA Instruments (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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