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.
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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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