CUSTOMER RELATIONSHIP MANAGEMENT
Avoiding The Most Common CRM
Pitfalls
By Ed Schreyer, PeopleSoft, Inc.
CRM creates an
experience that shapes your customers' behavior and can build or destroy
your competitive advantage. Learn how to avoid making the wrong decisions
that can break your business.
E-SALES --E-SERVICE.COM
Welcome To The 21st Century...For
Real
By Tracey E. Schelmetic, Managing Editor, CUSTOMER
INTER@CTION Solutions™
As readers can no doubt
tell from the cover of this magazine, we've chosen to pay tribute this
month to the godfather of modern telecommunications, author Arthur C.
Clarke.
A Customer Contact Odyssey (Sidebar)
By Erik Lounsbury, Editorial Director, CUSTOMER INTER@CTION
Solutions™
The author takes a
minute to muse about how far we have come in communications here on the
cusp of the 21st century.
E-Sales
--E-Service.com News
Live Interaction: What's Needed On The Web
By Larry Wasserman, LivePerson, Inc.
Real-time
interaction is what customers want, especially customers who like to shop.
Learn the whys and hows of this burgeoning technology.
OUTSOURCING
Dedicated Outbound Teleservices
Rediscovered
By Scott Kleinknecht, Protocall Communications
Technology is
forcing dedicated outbound centers to rediscover the human element in
telemarketing. The author explores the benefits of this type of dedicated
outbound service.
INNOVATIVE MANAGEMENT INFORMATION
CUSTOMER
INTER@CTION Solutions™'
Products Of The Year 2000
PRODUCTS & SERVICES SELECTION GUIDE
Inbound Routing Products Roundup
The editors of
Customer Inter@ction Solutions™ have compiled a tool to help readers
buying or considering purchasing inbound routing products.
|
DEPARTMENTS
Publisher's Outlook
High Priority!
Technology Highlights
Customer Inter@ction News
TMC LABS
The technology editors of TMC™ Labs offer insight
into CHARTER frontline from Swallow Information Systems, Inc.
|
