CRM - November 2008 - (Page 16)

15-year-old founder of start-up Teens for Tech and the youngest of the panelists, admitted that, even though he’s invested in his career, he doesn’t expect to stay at it forever. When asked about the future, he shrugged his shoulders. “Check back with me in five months,” he said. In other words, giving inherited knowledge to these self-interested employees requires framing that knowledge as a valuable asset for them. In the face of that kind of shift, even technology can’t broach this seemingly “great divide” all by itself. Blogs, social networks, wikis, and widgets may help, but the effort fails unless everyone understands its benefits. And no company wants to revisit the data-entry nightmares that plagued CRM’s earliest days. “The key is to find some common ways that cut across generations to create a common language that will ease and accelerate knowledge transfer,” says Jim Haudan, author of Art of Engagement. More often than not, the commonality is in what Haudan identifies as focusing on the big picture. “When people are immersed in a real discussion of the business—where it is today, where it’s going, why it’s going there, and what needs to be done—they forget their roles…[allowing] knowledge transfer to happen naturally.” —Jessica Tsai CRM on TheEvilRabbit: Actually received good customer service from WaMu via phone and email! No wait time either! Maybe JP Morgan Chase is a good thing! Amid a presidential campaign and a major banking crisis, the level of political and economic chatter on Twitter isn’t much of a surprise. But keeping a finger on the consumer pulse can be tricky. Want to follow CRM magazine on Twitter? You can find us at www.twitter.com/destinationCRM. You can tweet us directly by using @destinationCRM at the start of your message. sureshvittal: I wonder what the financial services collapse means to all the direct marketing firms that service them? Less irrelevant mail for me? I wish. agius: Presenting to the execs of a financial services company. Boy, do they NOT CARE about my training project right now! lchoquel: Do you think the financial crisis will impact free Web services and make more paid services the norm? Route53: Figuring out how this whole financial services thing is going to pan out. Got to have answers for my clients. salve: “Even as [banks] were sick, dying or dead, their Web sites had a chipper, customer-service vibe.” [NYT] MichaelBeaton: If financial services goes under, everyone loses— people don’t buy real estate, cars, computers, marketing services, technology. UNITED STATES POSTAL SERVICE STATEMENT OF OWNERSHIP, MANAGEMENT, AND CIRCULATION 1. Publication Title: CRM. 2. Publication no. 17233 3. Filing Date: 9/1/2008. 4. Issue Frequency: Monthly 5. No. of issues published annually: 12. 6. Annual Subscription Price: 0. 7. Complete Mailing Address of Known Office of Publication: Information Today, Inc., 143 Old Marlton Pike, Medford, Burlington County, NJ 08055. 8. Complete Mailing Address of the Headquarters of General Business Office of the Publisher: Information Today, Inc., 143 Old Marlton Pike, Medford, Burlington County, NJ 08055. 9. Full Names and Complete Mailing Addresses of Publisher, Editor, and Managing Editor: Publisher: Bob Fernekees, CRM magazine, 237 West 35th Street, 14th Floor, New York, NY 10001-2509; Editor: David Myron, CRM magazine, 237 West 35th Street, 14th Floor, New York, NY 10001-2509; Managing Editor: Joshua Weinberger, CRM magazine, 237 West 35th Street, 14th Floor, New York, NY 10001-2509. 10. Owner: Information Today, Inc., 143 Old Marlton Pike, Medford, NJ 08055; Thomas H. Hogan, Sr., 143 Old Marlton Pike, Medford, NJ 08055; Roger Bilboul, 22 Earls Terrace, London W8, England; CRM Media LLC, 143 Old Marlton Pike, Medford, NJ 08055. 11. Known Bondholders, Mortgagees, and Other Security Holders Owning or Holding 1 percent or More of Total Amount of Bonds, Mortgages, or Other Securities (if none, check box): None. 12. as Not Changed. 13. Publication Title: CRM. 14. Issue Date for Circulation Data Below: September 2008. 15. Extent and Nature of Circulation: a. Total Number of Copies (Net press run): Average No. Copies Each Issue During Preceding 12 Months, 82,676; No. Copies of Single Issue Published Nearest to Filing Date; 83,000. b. Paid and/or Requested Distribution: (1) Outside-County Paid/Requested Mail Subscriptions Stated on Form 3541 (Include direct written request from recipient, telemarketing, and Internet requests from recipient, paid subscriptions including nominal rate subscriptions, employer requests, advertiser’s proof copies, and exchange copies.): Average No. Copies Each Issue During Preceding 12 Months, 65,705; No. Copies of Single Issue Published Nearest to Filing Date, 65,283. (2) In-County Mail Paid/Requested Subscriptions Stated on Form 3541 (include direct written request from recipient, telemarketing, and Internet requests from recipient, paid subscriptions including nominal rate subscriptions, employer requests, advertiser’s proof copies, and exchange copies.): Average No. Copies Each Issue During Preceding 12 Months, 0; No. Copies of Single Issue Published Nearest to Filing Date, 0. (3) Sales Through Dealers and Carriers, Street Vendors, Counter Sales, and Other Non-USPS Paid Distribution: Average No. Copies Each Issue During Preceding 12 Months, 0; No. Copies of Single Issue Published Nearest to Filing Date, 0. (4) Requested Copies Distributed by Other Classes Through the USPS (e.g. First-Class Mail): Average No. Copies Each Issue During Preceding 12 Months, 0; No. Copies of Single Issue Published Nearest to Filing Date, 0. c. Total Paid and/or Requested Circulation (Sum of 15b(1), (2), (3), and (4)): Average No. Copies Each Issue During Preceding 12 Months, 65,705; No. Copies of Single Issue Published Nearest to Filing Date, 65,283. d. Nonrequested Distribution (By Mail and Outside the Mail) (1) Outside-County Nonrequested Copies stated on Form 3541 (Include sample copies, requests over 3 years old, requests induced by a premium, bulk sales and requests including association requests, names obtained from business directories, lists, and other sources): Average No. Copies Each Issue During Preceding 12 Months, 15,891; No. Copies of Single Issue Published Nearest to Filing Date, 16,351; (2) In-County Nonrequested Copies Stated on Form 3541 (include sample copies, requests over 3 years old, requests induced by a premium, bulk sales and requests including association requests, names obtained from business directories, lists, and other sources): Average No. Copies Each Issue During Preceding 12 Months, 0; No. Copies of Single Issue Published Nearest to Filing Date, 0; (3) Nonrequested Copies Distributed Through the USPS by Other Classes of Mail (e.g. First-Class Mail, Nonrequestor Copies mailed in excess of 10% Limit mailed at Standard Mail or Package Services Rates): Average No. Copies Each Issue During Preceding 12 Months, 0; No. Copies of Single Issue Published Nearest Filing Date, 0. (4) Nonrequested Copies Distributed Outside the Mail (include pickup stands, trade shows, showrooms, and other sources): Average No. Copies Each Issue During Preceding 12 Months, 298; No. Copies of Single Issue Published Nearest to Filing Date, 500. e. Total Nonrequested Distribution (Sum of 15d(1), (2), and (3)): Average No. Copies Each Issue During Preceding 12 Months, 16,189; No. Copies of Single Issue Published Nearest to Filing Date; 16,851. f. Total Distribution (Sum 15c and 15e): Average No. Copies Each Issue During Preceding 12 Months, 81,894; No. Copies of Single Issue Published Nearest to Filing Date; 82,134. g. Copies Not Distributed: Average No. Copies Each Issue During Preceding 12 Months, 782; No. Copies of Single Issue Published Nearest to Filing Date, 866. h. Total (Sum of 15f and 15g): Average No. Copies Each Issue During Preceding 12 Months, 82,676; No. Copies of Single Issue Published Nearest to Filing Date, 83,000. i. Percent Paid and/or Requested Circulation (15c divided by 15f times 100): Average No. Copies Each Issue During Preceding 12 Months, 80.23%; Actual No. Copies of Single Issue Published Nearest to Filing Date, 79.48%. 16. Publication of Statement of Ownership for a requestor publication is required and will be printed in the November 2008 issue of this publication. 17. Signature and Title of Editor, Publisher, Business Manager or Owner: Bob Fernekees, Group Publisher. Date: 9/01/2008. I certify that all the information furnished on this form is true and complete. I understand that anyone who furnishes false or misleading information on this form or who omits material or information requested on the form may be subject to criminal sanctions (including fines and imprisonment) and/or civil sanctions (including multiple damages and civil penalties). CUSTOMER RELATIONSHIP MANAGEMENT | NOVEMBER 2008 www.destinationCRM.com http://www.twitter.com/destinationCRM http://www.destinationCRM.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

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