Laying the Foundation for Long-Term CRM Value By Anthone Withers, Avanade Following best practices and partnering with deployment experts who can provide valuable insight and guidance are sure steps on the road to CRM success.
ALSO SEE: Making the Pivot: The New Playing Field of Customer Experience Management Putting the Customer Back Into Customer Relationship Management

Retailers Get Remote Control for Changing Channels The supply chain was one of the first information system sectors to benefit from purpose-built enterprise software. Now all those monolithic, inflexible and expensive-to-maintain systems are preventing organizations from growing.

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Retailers Get Remote Control for Changing Channels

Improve Agility in Contact Centers With Service-Oriented Architecture
Sheryl Kingstone, Yankee Group

Driving the Next Generation of Customer Care   Nuance transforms the way organizations care for their customers and employees through the strategic application of speechbased solutions.

Understanding Customer Intentions: Delivering a Satisfying Customer Experience
With the proper approach, executives can create a clearer picture of how well the experience they’re providing their customers aligns with what customers actually had in mind.

INTERVIEW: Paul Pellman
Paul Pellman, Hoover's, Inc.

CASE STUDY: O.C. Tanner
O.C. Tanner was looking for a smart, flexible CRM solution that would support the way they want to serve their customers and run their business. They needed to give field sales and customer services personnel the tools to better understand their customers and be more productive.

Elevate Customers to the Core of Your Business   Customers want the best your company has to offer. To deliver, you need an integrated customer experience across all touch points throughout your organization. This requires a complete and consistent view of your customers. First-generation CRM promised these capabilities but has often fallen short.

Transformational CRM is the catalyst to transform organizations, empower employees and capitalize on new market opportunities.
Surviving and Thriving in the Customer-Driven Age

Customer Experience Issues involving the acquisition and retention of customers and the value of each customer.
Customer and eBusiness Intelligence The collection of processes that govern the creation, dissemination, and utilization of knowledge and data. The ability to view your customers from all "sides."
Innovative Tools and Processes Up-and-coming technologies that will enable the effectiveness and operations of the CRM industry; items include sensors, RFID, and wireless applications.

California State University, Northridge, Project Management
The Systems and Technology group at California State University, Northridge did not have an easy way to share project data across multiple teams. It took too much time to gather the status of projects and manage issues between the projects. The team was searching for a way to do this without buying, learning and maintaining complex software, especially as budgets had been cut, but the work still had to be done.
The CRM ProjectVolume 5, 10/6/2004