CRM - December 2007 - (Page 8)

VIEWPOINTS Exclusive features for December on www.destinationCRM.com Transform Your Contact Center Into a Profit Center Innovations and contemporary best practices. BY ANAND SUBRAMANIAM, VICE PRESIDENT, GLOBAL MARKETING, EGAIN COMMUNICATIONS EDITORIAL DIRECTOR David Myron dmyron@destinationCRM.com MANAGING EDITOR Joshua Weinberger jweinberger@destinationCRM.com Laura Hegyi lhegyi@infotoday.com Marshall F. Lager mlager@destinationCRM.com Coreen Bailor cbailor@destinationCRM.com Colin Beasty cbeasty@destinationCRM.com Jessica Tsai jtsai@destinationCRM.com Greg Edmondson SENIOR DESIGNER SENIOR EDITOR ASSOCIATE EDITOR ASSOCIATE EDITOR EDITORIAL ASSISTANT PROOFREADER CONTRIBUTING WRITERS From Agent to Expert The future of the contact center agent. BY FRANK SHAFFER, VICE PRESIDENT, CONTACT CENTER NETWORKING, BRITISH TELECOM Ian Jacobs, James Kobielus, Denis Pombriant EDITORIAL ADVISORY BOARD CRM: Vertically Challenged Unique industry needs aren’t being addressed by generic solutions. BY CHANAN GREENBERG, SENIOR DIRECTOR, BUSINESS DEVELOPMENT AND MARKETING, MODEL N 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 GROUP PUBLISHER Top 5 Reasons to Simplify Customer Service Desktops Make agents happier, increase efficiencies, build loyalty, reduce costs, and improve performance. BY CINDY CURTIN, DIRECTOR, GLOBAL PRODUCT MARKETING AND COMMUNICATIONS, JACADA Bob Fernekees 212-251-0608 x106 bfernekees@destinationCRM.com Dennis Sullivan 800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 201-327-2773 adrienne@destinationCRM.com MARKETING WEST COAST AD DIRECTOR EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com DawnEl Harris dawnel@destinationCRM.com Give CRM Data Back to the Customers? In the hands of customers, it’s a powerful selling tool. BY GIDEON D’ARCANGELO, ESI DESIGN CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 Why Manufacturers Avoid CRM Metrics Business process improvement has maximized productivity—in every measure but CRM. BY THOMAS R. CUTLER, PRESIDENT AND CEO, TR CUTLER, INC. PRESIDENT AND CEO EXECUTIVE MANAGEMENT Thomas H. Hogan thogan@infotoday.com CHAIRMAN 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 Bill Spence spence@infotoday.com The Emergence of Scientific Selling Technology Salespeople need new tools to sell in a new world. BY UMBERTO MILLETTI, COFOUNDER AND CEO, INSIDEVIEW 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, 14th floor, New York, NY 10001; 212-251-0608; www.destinationCRM.com Subscriptions/Cancellations: 847-291-5213; P.O. Box 3510, Northbrook, IL 60065 SUBSCRIBE ONLINE: www.destinationCRM.com List Rental: American List Council POSTAL LIST: Gerry Strauss, 609-580-2793; gerry.strauss@alc.com EMAIL LIST: Cathy Relyea, 914-524-5244; cathy.relyea@alc.com Reprints: For West Coast contact Dennis Sullivan at 800-248-8466 x538 or dennis@destinationCRM.com. For East/Midwest contact Adrienne Snyder at 201-327-2773 or adrienne@destinationCRM.com. Take our current ONLINE READER POLL What are your company’s plans regarding data quality? Watch for the results in CRM magazine’s February 2008 issue. See page 20 for the results of our previous poll about viral marketing. 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 847-291-5213. http://www.destinationCRM.com http://www.destinationCRM.com http://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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