CRM - November 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 November on www.destinationCRM.com From the Rolodex to the Cloud A CRM pioneer’s look at the evolution of sales and marketing tools. BY PAT SULLIVAN, CEO, FLYPAPER STUDIO SENIOR DESIGNER SENIOR EDITOR ASSISTANT EDITOR EDITORIAL ASSISTANT EDITORIAL ASSISTANT CONTRIBUTING WRITERS Cristopher Del Angel, Donna Fluss, Joe Froelich, Barton Goldenberg, Paul Greenberg EDITORIAL ADVISORY BOARD Intelligent Mail Delivers True Customer Satisfaction Optimization will improve customer relations and increase revenue. BY MIKE COOPER, VP + GEN. MGR., COMMUNICATIONS INTELLIGENCE, PITNEY BOWES SOFTWARE 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 Bob Fernekees 1-212-251-0608 x106 bfernekees@destinationCRM.com New Wheels: The Revenue Cycle A new model for explosive revenue growth. BY PHIL FERNANDEZ, PRESIDENT + CEO, MARKETO VICE PRESIDENT AND GROUP PUBLISHER WEST COAST AD DIRECTOR “One and Done” Marketing Should Be Over and Out A multitouch, multimedia approach can multiply your marketing results. BY DAN MCDADE, FOUNDER + PRESIDENT, POINTCLEAR Dennis Sullivan 1-800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 1-201-327-2773 adrienne@destinationCRM.com MARKETING EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Credit, Debit, or Something New? Online retailers can increase loyalty with alternative payment options. BY MARWAN FORZLEY, FOUNDER + CEO, MODASOLUTIONS 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 More Than a Well-Stocked ATM CRM for banks has never been more important. BY DAVE TILSON, SENIOR MANAGER + CRM PRACTICE CO-LEAD, AND KYLE MOONEY, SENIOR CONSULTANT, WEST MONROE PARTNERS Roger R. Bilboul John Yersak johny@infotoday.com Dick Kaser kaser@infotoday.com VICE PRESIDENT, ADMINISTRATION VICE PRESIDENT, CONTENT INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY The MDM Journey Planning a successful approach to master data management. BY RAVI SHANKAR, SENIOR DIRECTOR, PRODUCT MARKETING, SIPERIAN 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, 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. Get What You Pay For and Pay For What You Get Or: How I learned to stop targeting and love the results. BY MASON WILEY, SENIOR VICE PRESIDENT, MARKETING, HYDRA NETWORK 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. CRM Starts with Channel Partners Vendors can make huge strides by improving partner relationships. BY MICHAEL T. SPELLECY, VP + MANAGING CONSULTANT, SALES EFFECTIVENESS PRACTICE, MARITZ Leverage Your Leading Indicators Sales force optimization requires a grasp of what drives revenue. BY PATRICK STAKENAS, PRESIDENT + CEO, FORCELOGIX http://www.destinationCRM.com http://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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