CRM - November 2008 - (Page 4)

Contents 10 COLUMNS/ DEPARTMENTS 6 Front Office Voting with their wallets. BY DAVID MYRON 17 INSIGHT 15 Working with the Years In a multigenerational workforce, knowledge transfer becomes an ever-morecomplicated challenge. 45 REAL ROI 45 Boosting Productivity North of the Border By streamlining workflows with Antenna Software’s AMPower Service, Pitney Bowes Canada found more time for customer calls. 8 Feedback Forget self-service, one reader suggests—try good service. 16 CRM on Twitter Amid a major banking crisis, Twitterers share their strident views on financial services. 10 Reality Check A new reality for the people-process-technology mix. BY BARTON GOLDENBERG 45 Changing the Channel DirecTV partners with Red Ventures to load up on customers. 17 Virtual Spenders Personas, avatars, and social communities will drive spending in 10 years. 12 Customer Centricity Your systems may be a disaster waiting to happen. BY DONNA FLUSS 46 Invicta’s Thrill of Victory A dealer of wireless products and service conquers the agony of weak processes with LongJump. 14 The Tipping Point Why a 60 percent failure rate calls Six Sigma into question. BY CRISTOPHER DEL ANGEL AND JOE FROELICH 18 Contact Centers Chatting to Success No longer simply a forum for teens, chat is being employed for cross-sell, upsell, and support strategies. 47 Secret of My Success Fairytale Brownies cooks up an error-proofing solution with Experian QAS. 48 Connect Social media is changing the face of CRM. Are you prepared? BY PAUL GREENBERG 19 MARKET FOCUS: HIGH TECHNOLOGY The Complexity Chasm As high-tech companies seek new directions, is the customer experience falling through the gap? 49 Re:Tooling Predictive analytics tools. BY CHRISTOPHER MUSICO 20 Required Reading In demography, size does matter—each generation brings new limits to the market. Correction: Due to a reporting error, our recent Market Focus: Financial Services article (“Keeping Your Money on Their Minds,” October 2008) incorrectly referred to the former Cantor Fitzgerald unit that is now an independent company called BGC Partners. The editors regret any confusion this may have caused. 50 Pint of View Having one side of the story rarely gives you what you need. BY MARSHALL LAGER 4 CUSTOMER RELATIONSHIP MANAGEMENT | NOVEMBER 2008 www.destinationCRM.com 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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