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CUSTOMER INTER@CTION Solutions
(formerly C@LL CENTER CRM Solutions)

September 2001
CUSTOMER RELATIONSHIP MANAGEMENT
Managing Customer Information From Cradle To Grave
By Roger Marsden, Datapoint, USA
Today, most customer information databases used by business-to-consumer and business-to-business sales and service organizations are nothing more than glorified ledger systems and address books. The exceptions to this are those few organizations ranked highest in terms of performance by their customers and the stock market.

E-SALES -- E-SERVICE.COM
E-Commerce Is Alive And Well And Feeling Fine, Thank You
By Tracey E. Schelmetic, Managing Editor, Customer Inter@ction Solutions'
In examining the post-dot-com shakeout landscape, the author puts forth the radical theory that the e-tailers that survived the storm were those companies that began with solid business plans and avoided antagonizing their customers.

Web-Enabling Your Legacy Systems
By Rob Crigler, MODCOMP
Most companies come to the e-business arena with substantial investment in business systems that are already running their order processing, customer records and inventory control. Unfortunately, many of these systems were not designed to integrate with Internet technology.

The Customer Is Waiting: Business-To-Consumer
Wireless Solutions

(Sidebar)
By Brian Goonan, Inforte
Only by understanding consumers' desires and focusing a strategy on those desires will wireless providers penetrate -- and dominate -- the U.S.' wireless business-to-consumer market.

OUTSOURCING
Outsourced CRM Trends And Tactics
By Tim Evans, Ziptone, LLC
Companies that think they can dodge the front-line integration bullet and keep call centers operating in silos will only have to revisit the issue in the not-so-distant future.

Outsourcing For Mid-Sized Business CRM Success
By Tom Brennan, ManagedOps.com, Inc.
Outsourcing can eliminate months from the implementation schedule by helping build, implement and, most important, manage CRM operations. Businesses can focus more on customers and less on the underlying technology.

PRODUCT & SERVICES SELECTION GUIDE
CRM Software Roundup
The companies and products presented in our compilation exemplify a complete range of technologies and attendant consultative services available toward the ultimate goal of total customer relationship management success.

September CIS

DEPARTMENTS
Publisher's Outlook

High Priority!

Technology Highlights

Customer Inter@ction News

TMC' LABS
TMC' Labs Innovation Awards 2001
We are pleased to present the second-annual TMC' Labs Innovation Awards, which were launched to honor products that demonstrate raw innovation, unique features and significant contributions to improving customer interactions.

RE: LOCATIONS
The Swedish Call Center Outlook
Customer Inter@ction Solutions' editorial director Erik Lounsbury returns to the land of his ancestors to present an overview of contact center opportunities in Sweden.

Inside The Swedish Call Center
In part two of his Swedish saga, Erik Lounsbury takes a look at call centers operating in Sweden.

SHOW NEWS
Customer Inter@ction
Solutions' Conference &
Expo Best Of Show Awards


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