CRM and the Move Toward Preconfigured Solutions By Conrad Chang, IDC 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: CRM Without Compromise: A Strategy to Outsmart and Outgrow Your Competition Nikon's Journey to Leadership

Providing Business Information That Drives Results For more than 15 years, Hoover’s, a D&B company, has provided the most comprehensive, up-to-date business intelligence available about companies, industries and the people who lead them, worldwide.

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Providing Business Information That Drives Results

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.

Inflection Point Strategies for High Performance in the U.S. Biopharmaceutical Industry
Biopharmaceutical companies that develop an ‘inflection point’ strategy, focusing on readying today’s model while instituting new capabilities, will emerge as the next generation of leaders.

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.

Putting the Customer Back Into Customer Relationship Management   Recorded calls between the agent and customer are the definitive representation of how business is being handled in the organization. Although hours and hours of these customer calls are being recorded, very few companies are leveraging the vast amount of business intelligence hidden in these audio files.

CRM is a 360° view of your customer.
CEM is your customer’s 360° view of you.
Adding Customer Centricity to Your CRM Initiative with Customer Experience Management (CEM)

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 Whole New Ball Game
MLB.com brings automation to America's pastime with SAS®
The CRM ProjectVolume 5, 10/6/2004