CRM - December 2008 - (Page 4)

Contents 12 COLUMNS/ DEPARTMENTS 6 Front Office Transparency and trust should be a major focus in 2009. BY DAVID MYRON 19 INSIGHT 16 The Rave Is Over What happened at sales force automation vendor Entellium, and what it means for small-business CRM. 43 REAL ROI 43 Mixing In a Little Sugar Sweetens the Deal Geeks on the Way turned to SugarCRM to keep pace with increasing demand. 8 Feedback Readers respond to “full-service” and “on demand.” 17 CRM on Twitter As Entellium’s tale caught fire, the smoke could be seen on Twitter. 43 A Newsletter Employs New Tactics CareerBuilder.com, the largest job-search and employment Web site, aims to ease subscribers’ search burden. 10 Reality Check The notion of Peak Oil has more to do with CRM than you think. BY DENIS POMBRIANT 17 Financial Frenzy Banks are dropping like flies— or mating like bunnies. 12 Customer Centricity Before the markets hit the skids, companies had just begun to target customer experience. BY IAN JACOBS 18 ON THE SCENE: RIGHTNOW SUMMIT ’08 44 A Site Stops Feeling Overtaxed The voice of the customer helps Intuit in an online revamp. Will Customer Experience Survive in a ‘Soft’ Economy? Cutting costs may lead to cuts in service. 45 Make ’Em Laugh—Personally GigglePrint knows personalization, but Coremetrics helps teach the printing company how to finish the transaction. 14 The Tipping Point Why it pays to invest more in your best customers. BY SCOTT HORNSTEIN 19 Holiday Humbug Will the Grinch steal retail’s favorite season? 47 Re:Tooling Knowledge management tools. BY CHRISTOPHER MUSICO 20 MARKET FOCUS: ENERGY/UTILITIES Empowered Consumers Are Ready to Flip the Switch Customers are trying to wrest control of their power consumption. 46 Secret of My Success BumpTop, a computer desktop solution, uses Intridea CrowdSound to develop customer conversation. 48 Scouting Report Contact center surveying is evolving into enterprise feedback management. BY DONNA FLUSS AND BETH EISENFELD 21 Required Reading Reinvent your revenue stream to help people, communities, and the planet. 50 Pint of View Filling in the blanks. BY MARSHALL LAGER 4 CUSTOMER RELATIONSHIP MANAGEMENT | DECEMBER 2008 www.destinationCRM.com http://www.destinationCRM.com

Table of Contents Feed for the Digital Edition of CRM - December 2008

CRM - December 2008 Contents Front Office Feedback Reality Check Customer Centricity The Tipping Point The Rave Is Over CRM on Twitter Financial Frenzy Will Customer Experience Survive in a ‘Soft’ Economy? Holiday Humbug Empowered Consumers Are Ready to Flip the Switch Required Reading Transparency Spiff Up Your Site! They Aim to Please Mixing In a Little Sugar Sweetens the Deal A Newsletter Employs New Tactics A Site Stops Feeling Overtaxed Make ’Em Laugh—Personally Secret of My Success Re:Tooling Scouting Report Pint of View

CRM - December 2008

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