CRM - November 2007 - (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 Coreen Bailor cbailor@destinationCRM.com Colin Beasty cbeasty@destinationCRM.com Jessica Tsai jtsai@destinationCRM.com Greg Edmondson Exclusive features for November on www.destinationCRM.com The Quick Internal Diagnosis For Customer Experience The way your firm treats salespeople may reflect the way it treats customers. BY ZACH CONEN, VICE PRESIDENT, MARKETING, LRA WORLDWIDE SENIOR DESIGNER SENIOR EDITOR ASSOCIATE EDITOR ASSOCIATE EDITOR EDITORIAL ASSISTANT PROOFREADER CONTRIBUTING WRITERS Woody Driggs, Donna Fluss, Barton Goldenberg Securing Data in a Web 2.0 World New technologies expose information in new ways. Are you prepared? BY ANDI MANN, RESEARCH DIRECTOR, ENTERPRISE MANAGEMENT ASSOCIATES 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 x106 bfernekees@destinationCRM.com WEST COAST AD DIRECTOR How to Duplicate Superstar Contact Center Agents (Without Cloning) They’re not just better than their peers, they are dramatically better. BY STAN DOLBERG, CHIEF PLATFORM STRATEGIST, N2N COMMERCE Dennis Sullivan 800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 201-327-2773 adrienne@destinationCRM.com MARKETING EAST/MIDWEST AD DIRECTOR How to Deliver Superior Online Customer Service Three self-service mistakes to avoid. BY DOUG WARNER, HEAD OF APPLIED RESEARCH, RIGHTNOW TECHNOLOGIES DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Is Hosting All It’s Cracked Up to Be? It’s popular, but not necessarily better. BY JON ZIMMERMAN, PRESIDENT, ONCONTACT SOFTWARE CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 EXECUTIVE MANAGEMENT PRESIDENT AND CEO Thomas H. Hogan thogan@infotoday.com CHAIRMAN Integrating CRM and ERP Why it makes sense to unify now. BY RICHARD SMITH, VICE PRESIDENT, CRM STRATEGY, GREEN BEACON SOLUTIONS Roger R. Bilboul John Yersak johny@infotoday.com Dick Kaser kaser@infotoday.com VICE PRESIDENT, ADMINISTRATION VICE PRESIDENT, CONTENT The Age-Old Battle: Best of Breed Versus Enterprise Solutions Can you have your cake and eat it too? BY JEFF GILLELAND, GLOBAL STRATEGIES FOR CUSTOMER INTELLIGENCE, AND JEFF LEVITAN, GENERAL MANAGER OF CUSTOMER INTELLIGENCE, SAS INSTITUTE 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 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. Outsourcing to Third Parties Is Hardly Second Nature How to outsource your services—and maintain brand-image consistency. BY MICHAEL ROY, VICE PRESIDENT, CLIENT MANAGEMENT & SOLUTIONS, STARTEK 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 What do you think of viral marketing? Watch for the results in CRM magazine’s December issue. 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 - November 2007

CRM - November 2007 Contents Front Office Reality Check Customer Centricity Have You Caught It? The Mother of Enterprise Information Market Focus: Technology: The Simple Truth about Complex Manufacturing Q&A: Gianforte Talks CRM Required Reading Predicting Profitability Checking the Pulse of the Contact Center Cast a Narrow Net Modern Times, Modern Methods Primos Hunting Calls Snares Efficiency Nailing It Down Moving in on Mortgage Delinquencies RDS Delivery Delivers on Service Secret of My Success Re:Tooling The Tipping Point Pint of View

CRM - November 2007

For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.