CRM - December 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 December on www.destinationCRM.com Electronic Invoicing Gets the Job Done Efficiently Paperless payments reduce staff support, errors, and overpayments. BY DAVE LINDEEN, VP, CORCENTRIC SENIOR DESIGNER SENIOR EDITOR ASSISTANT EDITOR EDITORIAL ASSISTANT EDITORIAL ASSISTANT CONTRIBUTING WRITERS Beth Eisenfeld, Donna Fluss, Scott Hornstein, Ian Jacobs, Denis Pombriant EDITORIAL ADVISORY BOARD Designing the Perfect Territory Optimize sales resources through effective use of territory alignment. BY KEN KRAMER, DIRECTOR, PRODUCT MARKETING, TERRALIGN 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 VICE PRESIDENT AND GROUP PUBLISHER Bob Fernekees 1-212-251-0608 x106 bfernekees@destinationCRM.com WEST COAST AD DIRECTOR Can You See Me Now? Video-enabled contact centers will change the customer relationship. BY BROUGH TURNER, SENIOR VP AND CTO, NMS COMMUNICATIONS Dennis Sullivan 1-800-248-8466 x538 dennis@destinationCRM.com Adrienne Snyder 1-201-327-2773 adrienne@destinationCRM.com MARKETING Maximum Savings, Optimum Service Mastering the multisourced contact center. BY BRUCE DRESSER, CMO, ECHOPASS EAST/MIDWEST AD DIRECTOR DIRECTOR OF MARKETING DIRECTOR OF WEB EVENTS Tom Hogan Jr. thoganjr@infotoday.com Want SaaS? Get Integration First! Data integration barriers must become a thing of the past. BY ROBERT PEASE, VP, MARKETING, HUBSPAN DawnEl Harris dawnel@destinationCRM.com CORPORATE HEADQUARTERS CRM, A DIVISION OF INFORMATION TODAY INC. 143 OLD MARLTON PIKE, MEDFORD, NJ 08055 ‘Now’ Plus ‘Then’ Is Not Enough Analytical applications delivered through reporting tools can enable a predictive enterprise. BY DAVE MENNINGER, VP, MARKETING AND PRODUCT MANAGEMENT, INFORSENSE EXECUTIVE MANAGEMENT PRESIDENT AND CEO 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 Get Customers Involved in R&D Google and Netflix are using inducements to encourage innovation—and save money. BY J. KENT PEPPER, FOUNDER, BIGCARROT.COM INFORMATION TECHNOLOGY VICE PRESIDENT, INFORMATION TECHNOLOGY Bill Spence spence@infotoday.com PRODUCTION VICE PRESIDENT, GRAPHICS AND PRODUCTION AD TRAFFICKING COORDINATOR M. Heide Dengler hdengler@infotoday.com Discover the Agile Business Within How data discovery improves agility. BY ROBERT EVE, VP, MARKETING, COMPOSITE SOFTWARE 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. Ride with Your Customers And Spark a Revolution How companies can succeed through listening—and taking action. BY JEFF WHITTON, FOUNDER, SUGGESTIONBOX.COM 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. New Year’s Resolution: Unleash the Power of Your Channel Five game-changing initiatives that will drive 2009 revenue. BY CHARLES WATSON, SVP, SALES AND MARKETING, BLUEROADS http://www.destinationCRM.com http://www.destinationCRM.com http://www.BIGCARROT.COM http://www.destinationCRM.com http://www.destinationCRM.com http://www.SUGGESTIONBOX.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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