CRM - November 2008 - (Page 13) Practical Books for Business Information Professionals from the Publisher of CRM IN REAL TIME Empowering Customer Relationships By Barton J. Goldenberg 384 pages ISBN 978-0-910965-80-4 $39.95 EXCELLENCE EVERY DAY Make the Daily Choice—Inspire Your Employees and Amaze Your Customers By Lior Arussy 240 pages ISBN 978-0-910965-79-8 $24.95 Designing the Digital Experience How to Use EXPERIENCE DESIGN Tools and Techniques to Build Websites Customers Love By David Lee King 200 pages ISBN 978-0-910965-83-5 $24.95 LAUGHING AT THE CIO A Parable and Prescription for IT Leadership By Bob Boiko 224 pages ISBN 978-0-910965-78-1 $29.95 Print buyers receive free ebook access; ebook also sold separately THE VISIBLE EMPLOYEE Using Workplace Monitoring and Surveillance to Protect Information Assets—Without Compromising Employee Privacy or Trust By Jeffrey M. Stanton and Kathryn R. Stam 376 pages ISBN 978-0-910965-74-3 $24.95 INTRANETS FOR INFO PROS Edited by Mary Lee Kennedy and Jane Dysart Foreword by Tom Davenport 304 pages ISBN 978-1-57387-309-3 $39.50 MAKING SEARCH WORK Implementing Web, Intranet and Enterprise Search By Martin White 192 pages ISBN 978-1-57387-305-5 $69.50 KNOWLEDGE MANAGEMENT IN PRACTICE Connections and Context Edited by T. Kanti Srikantaiah and Michael E. D. Koenig 544 pages ISBN 978-1-57387-312-3 $59.50 Visit your local bookstore or order direct from the publisher W W W. I N F OTO D AY. C O M For more information, call (800) 300-9868; outside the U.S. call (609) 654-6266. Visit our website at www.infotoday.com or email custserv@infotoday.com. Write to Information Today, Inc., 143 Old Marlton Pike, Medford, NJ 08055. http://www.infotoday.com http://www.infotoday.com
Table of Contents Feed for the Digital Edition of CRM - November 2008 CRM - November 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point Working with the Years CRM on Twitter Virtual Spenders Contact Centers Chatting to Success The Complexity Chasm Required Reading Generational Spending: A Special Report Who, What, Where, When, Y The Slackers’ X-cellent Adventure The Boomer Boom The Matures Endure Boosting Productivity North of the Border Changing the Channel Invicta’s Thrill of Victory Secret of My Success Connect Re:Tooling Pint of View CRM - November 2008 CRM - November 2008 - CRM - November 2008 (Page Cover1) CRM - November 2008 - CRM - November 2008 (Page Cover2) CRM - November 2008 - Contents (Page 3) CRM - November 2008 - Contents (Page 4) CRM - November 2008 - Contents (Page 5) CRM - November 2008 - Front Office (Page 6) CRM - November 2008 - Front Office (Page 7) CRM - November 2008 - Feedback (Page 8) CRM - November 2008 - Feedback (Page 9) CRM - November 2008 - Reality Check (Page 10) CRM - November 2008 - Reality Check (Page 11) CRM - November 2008 - Customer Centricity (Page 12) CRM - November 2008 - Customer Centricity (Page 13) CRM - November 2008 - The Tipping Point (Page 14) CRM - November 2008 - Working with the Years (Page 15) CRM - November 2008 - CRM on Twitter (Page 16) CRM - November 2008 - Virtual Spenders (Page 17) CRM - November 2008 - Contact Centers Chatting to Success (Page 18) CRM - November 2008 - The Complexity Chasm (Page 19) CRM - November 2008 - Required Reading (Page 20) CRM - November 2008 - Generational Spending: A Special Report (Page 21) CRM - November 2008 - Generational Spending: A Special Report (Page 22) CRM - November 2008 - Generational Spending: A Special Report (Page 23) CRM - November 2008 - Who, What, Where, When, Y (Page 24) CRM - November 2008 - Who, What, Where, When, Y (Page 25) CRM - November 2008 - Who, What, Where, When, Y (Page 26) CRM - November 2008 - Who, What, Where, When, Y (Page BPS1) CRM - November 2008 - Who, What, Where, When, Y (Page BPS2) CRM - November 2008 - Who, What, Where, When, Y (Page BPS3) CRM - November 2008 - Who, What, Where, When, Y (Page BPS4) CRM - November 2008 - Who, What, Where, When, Y (Page BPS5) CRM - November 2008 - Who, What, Where, When, Y (Page BPS6) CRM - November 2008 - Who, What, Where, When, Y (Page BPS7) CRM - November 2008 - Who, What, Where, When, Y (Page BPS8) CRM - November 2008 - Who, What, Where, When, Y (Page BPS9) CRM - November 2008 - Who, What, Where, When, Y (Page BPS10) CRM - November 2008 - Who, What, Where, When, Y (Page BPS11) CRM - November 2008 - Who, What, Where, When, Y (Page BPS12) CRM - November 2008 - Who, What, Where, When, Y (Page 27) CRM - November 2008 - Who, What, Where, When, Y (Page 28) CRM - November 2008 - Who, What, Where, When, Y (Page 29) CRM - November 2008 - The Slackers’ X-cellent Adventure (Page 30) CRM - November 2008 - The Slackers’ X-cellent Adventure (Page 31) CRM - November 2008 - The Slackers’ X-cellent Adventure (Page 32) CRM - November 2008 - The Slackers’ X-cellent Adventure (Page 33) CRM - November 2008 - The Boomer Boom (Page 34) CRM - November 2008 - The Boomer Boom (Page 35) CRM - November 2008 - The Boomer Boom (Page 36) CRM - November 2008 - The Boomer Boom (Page 37) CRM - November 2008 - The Boomer Boom (Page 38) CRM - November 2008 - The Boomer Boom (Page 39) CRM - November 2008 - The Matures Endure (Page 40) CRM - November 2008 - The Matures Endure (Page 41) CRM - November 2008 - The Matures Endure (Page 42) CRM - November 2008 - The Matures Endure (Page 43) CRM - November 2008 - The Matures Endure (Page 44) CRM - November 2008 - Changing the Channel (Page 45) CRM - November 2008 - Invicta’s Thrill of Victory (Page 46) CRM - November 2008 - Secret of My Success (Page 47) CRM - November 2008 - Connect (Page 48) CRM - November 2008 - Re:Tooling (Page 49) CRM - November 2008 - Pint of View (Page 50) CRM - November 2008 - Pint of View (Page Cover3) CRM - November 2008 - Pint of View (Page Cover4)
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