CRM and Lay's Potato Chips: 'You Can't Eat Just One' By Jim Dickie, CSO Insights As automation becomes more pervasive, and customers feel increasingly remote, preconfigured solutions are a means of bringing you back into their good graces.
ALSO SEE: Laying the Foundation for Long-Term CRM Value Retailers Get Remote Control for Changing Channels

The Power to Know In a business climate that punishes the inefficient and slow-moving, enterprises need agile strategies, clear-sighted decision making and the ability to focus scarce resources on the activities most likely to drive success.

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The Power to Know

Good Supply Chains Need CRM
Ann Grackin, Chainlink Research

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.

Think Your Customers Are Loyal? Think Again
It is critical to understand the multitude of variations of customer loyalty if a company is to win customers, increase market share and achieve high performance.

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.

True Customer Insights. True CRM Profitability.   Too often, even the best CRM solutions don’t have the ability to carry customer relationships through to the most profitable, or even the final sale. As a result companies often miss out on the full revenue and profit potential of their customer interactions.

Companies are struggling with getting CRM used by the salesforce, but perhaps salespeople aren’t the problem. A process for adoption by sales leadership is offered.
Transitioning From SFA to CRM

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.

A Look at the Impact of Customer Feelings on Technology
From the beginning of the computer revolution, what has been missing is a focus on the customer’s need to interact with other people during commerce.
The CRM ProjectVolume 4, 12/8/2003