CRM - December 2007 - (Page 6)

Contents COLUMNS/ DEPARTMENTS 10 Front Office Social networking: the harbinger of trust. BY DAVID MYRON 12 Reality Check When online businesses put customer feedback to use quickly, customers begin to expect that from all companies. BY IAN JACOBS 14 18 The Buyer Is Your Owner Forward thinkers come together to learn how customers are changing the business landscape. 14 Customer Centricity The democratization of technology will unleash a new round of creativity in business applications. BY DENIS POMBRIANT 21 Required Reading The best way to serve your customers? Listen to them. 46 Re:Tooling Defect-tracking software. BY COLIN BEASTY 19 Prime Time for Streaming TV National networks are distributing TV online to increase consumer touch points, but what does that mean for network affiliates? REAL ROI 41 Document Management That’s a Breeze A provider of air compressors gets Longwood Software to pump up its extensive library. 48 The Tipping Point Why CRM needs services-oriented architecture to realize its potential. BY JAMES KOBIELUS 50 Pint of View Vendors get buried by search engines. BY MARSHALL LAGER 19 The Word on the Floor What were attendees thinking at the Association of National Advertisers Conference? 41 Customers Gain Traction With Off-Road Vehicles NetSuite helps motorcycle producer CPI USA save a half-million dollars a year— and also boost customer and partner satisfaction. INSIGHT 16 SAP’s Midmarket Design Meet the company’s new on-demand product for small businesses. 20 MARKET FOCUS: ENERGY/UTILITIES Speaking Truth to Power (Companies) Analytics are increasingly used for insight into customer behavior. 17 A Shift in SAP’s Growth Strategy: Buy Big to Get Bigger The Business Objects acquisition would be the largest in SAP’s history. 43 Getting Connected With Surveys Covad Communications plugs into customer satisfaction, thanks to HyperQuality. 20 The Pulse Are you sick of viral marketing? 44 Mobile Data Gets Better Reception With Antenna Software, DirecTV’s sales force gets information when it’s most needed. 45 Secret of My Success One of Michigan’s largest energy providers turns to Intelligent Results to analyze the state’s bankruptcy-stricken population. Correction: Due to a transcription error, a recent 12 6 CUSTOMER RELATIONSHIP MANAGEMENT | DECEMBER 2007 Real ROI article (“RDS Delivery Delivers on Service,” November 2007, page 45) inaccurately identified the reseller involved in the deployment. The company’s correct name is Wintec Group. CRM regrets the error. www.destinationCRM.com http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - December 2007

CRM - December 2007 Contents Front Office Reality Check Customer Centricity SAP’s Midmarket Design A Shift in SAP’s Growth Strategy: Buy Big to Get Bigger The Buyer Is Your Owner Prime Time for Streaming TV The Word on the Floor Market Focus: Energy/Utilities: Speaking Truth to Power (Companies) The Pulse Required Reading It’s All Coming 2.0gether Power to the People Speak Up! Document Management That's a Breeze Customers Gain Traction With Off-Road Vehicles Getting Connected With Surveys Mobile Data Gets Better Reception Secret of My Success Re:Tooling The Tipping Point Pint of View

CRM - December 2007

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