A New Look at Managing Incentive Compensation
A combination of financial incentives with knowledge and coaching will help sales professionals achieve their ‘higher needs.’
Rick Bakosh, Accenture, Eric P. Gist, Accenture, Craig Mindrum, Accenture
CRM Project Volume 7, June 29, 2007

  Adding Customer Centricity to Your CRM Initiative with Customer Experience Management (CEM)
CRM is a 360° view of your customer.
CEM is your customer’s 360° view of you.
Bob Jurik, Satmetrix
CRM Project Volume 7, June 29, 2007

  Are They Hot or Not?
A guide to aligning sales and marketing by implementing lead scoring.
Marketo, Inc., Marketo
CRM Project Volume 7, June 29, 2007

  Attaining Cutting-Edge CRM From Existing Systems
Focusing on individualized customer service can be achieved by adapting new CRM technology to existing tools, opening channels for increased profit and providing better-managed customer interactions.
Vincent Dell’Anno, Fair Isaac Corporation
CRM Project Volume 7, June 29, 2007

  B2B Demand Generation
How Successful Companies are Improving Sales and Marketing Results
Brian Gramer, Vtrenz
CRM Project Volume 7, June 29, 2007

  Blind Date to White Wedding: Best Practices in Lead Nurturing
No one enjoys blind dates. Whether you’re introduced by friends, the Internet, or your neighborhood matchmaker, it’s nerve-wracking to meet for the first time.
Marketo, Inc., Marketo
CRM Project Volume 7, June 29, 2007

  Building CRM 2.0: A New Model for IT Decision Making
A new approach to choosing CRM software helps organizations design and build a lasting foundation for high performance.
Saj Usman, Accenture, Saideep Raj, Accenture
CRM Project Volume 7, June 29, 2007

  Continuous Customer Dialogues: Strategies for Growth and Loyalty
Delivering a consistently positive experience to the customer through an ongoing, multichannel dialogue enhances value for both parties over the lifetime of the relationship.
Patric Timmermans, Infor
CRM Project Volume 7, June 29, 2007

  CRM and Lay's Potato Chips: 'You Can't Eat Just One'
As automation becomes more pervasive, and customers feel increasingly remote, preconfigured solutions are a means of bringing you back into their good graces.
Jim Dickie, CSO Insights
CRM Project Volume 7, June 29, 2007

  CRM and the Move Toward Preconfigured Solutions
As automation becomes more pervasive, and customers feel increasingly remote, preconfigured solutions are a means of bringing you back into their good graces.
Conrad Chang, IDC
CRM Project Volume 7, June 29, 2007

  CRM Without Compromise: A Strategy to Outsmart and Outgrow Your Competition
CRM without compromise means taking a customer-centric approach and building a synergistic ecosystem with employees, customers and partners that consistently creates and delivers customer value.
Bob Stutz, SAP AG, Michael de la Cruz, SAP AG, Volker Hildebrand, SAP AG
CRM Project Volume 7, June 29, 2007

  Driving High-Performance CRM With Enterprise Information Management
Data is the Achilles’ heel of customer relationship management initiatives, but EIM offers to cleanse, enhance and consolidate data – and provide a distinct competitive advantage.
Pascal Clement, Business Objects
CRM Project Volume 7, June 29, 2007

  Five Best Practices to Managing Customer Experiences
These five best practices in customer experience management assist companies to transition from strategy to execution.
Don Peppers, Peppers & Rogers Group, Martha Rogers, Peppers & Rogers Group
CRM Project Volume 7, June 29, 2007

  Good Supply Chains Need CRM
You can’t design the supply chain, or for that matter, the rest of the business, unless you have in-depth understanding of your customer.
Ann Grackin, Chainlink Research
CRM Project Volume 7, June 29, 2007

  How Marketers can Earn a Seat at the Revenue Table
B2B companies need an integrated revenue pipeline, but before that's possible marketers need a seat at the revenue table. Here's how they can earn it.
Marketo, Inc., Marketo
CRM Project Volume 7, June 29, 2007

  How Retailers Compete on Analytics to Achieve High Performance
Analytics - the extensive use of statistical and quantitative analysis, explanatory and predictive models and fact-based management to drive decisions and actions - is separating America's major retailers from the rest of the pack.
Jeanne G. Harris, Accenture, Eric M. Lowitt, Accenture
CRM Project Volume 7, June 29, 2007

  Improve Agility in Contact Centers With Service-Oriented Architecture
By spanning application and service infrastructure with a unified desktop technology, organizations are able to evolve customer service into profit centers, while keeping open their IT options as new technology becomes available.
Sheryl Kingstone, Yankee Group
CRM Project Volume 7, June 29, 2007

  Increasing Revenue Through Automated Demand Generation
Five best practices top business-to-business marketers have implemented to increase revenues and sales success.
Christopher Doran, Manticore Technology
CRM Project Volume 7, June 29, 2007

  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.
James C. Crowley, Accenture
CRM Project Volume 7, June 29, 2007

  INTERVIEW: Lynda Kate Smith
The general manager of the Care Business Unit of Nuance Communications discusses achieving competitive differentiation based on service.
Lynda Kate Smith, Nuance
CRM Project Volume 7, June 29, 2007

  INTERVIEW: Paul Pellman
Hoover’s Paul Pellman discusses some dos and don’ts of CRM data mining, and the importance of system integration in accessing and maintaining data that is both accurate and complete.
Paul Pellman, Hoover's, Inc.
CRM Project Volume 7, June 29, 2007

  INTERVIEW: Retha Keyser
Retha Keyser discusses the challenges and opportunities facing enterprises as they seek to maximize the value of customer relationships.
Retha Keyser, SAS
CRM Project Volume 7, June 29, 2007

  INTERVIEW: Scott Taylor
Scott Taylor discusses the contact center’s evolving role in customer care.
Scott Taylor, Nuance
CRM Project Volume 7, June 29, 2007

  INTERVIEW: Bob Stutz
SAP's Bob Stutz shares insights on building a flexible CRM ecosystem - centered around customers' rapidly changing needs and business challenges - to ensure competitive advantage and profitable future growth.
Bob Stutz, SAP AG
CRM Project Volume 7, June 29, 2007

  INTERVIEW: Michael Emerson
Aprimo's Michael Emerson discusses how enterprise marketing management accelerates marketing productivity.
Michael Emerson, Aprimo
CRM Project Volume 7, June 29, 2007

  INTERVIEW: William Schnabel
Vtrenz's William Schnabel discusses the evolving role of marketing automation within CRM to provide better lead management and optimization, resulting in higher-quality sales opportunities and ultimately, wins.
William Schnabel, Vtrenz
CRM Project Volume 7, June 29, 2007

  Laying the Foundation for Long-Term CRM Value
Following best practices and partnering with deployment experts who can provide valuable insight and guidance are sure steps on the road to CRM success.
Anthone Withers, Avanade
CRM Project Volume 7, June 29, 2007

  Making the Pivot: The New Playing Field of Customer Experience Management
The very best athletes shift the momentum of the game at critical moments, and as spectators this pivot can take our breath away. Nearly any sports fan can recall a game-changing play that enabled the team to take the upper hand and demoralize the competition.
Woody Driggs, Accenture
CRM Project Volume 7, June 29, 2007

  Marketing Mastery Matters
As the skill levels that constitute marketing mastery continue to shift, today’s best practice can become tomorrow’s price of entry.
Marianne Seiler, Accenture, Paul F. Nunes, Accenture, Jeffrey D. Somers, Accenture
CRM Project Volume 7, June 29, 2007

  Microsoft® Dynamics™ CRM As a Solution Platform
A Powerful New Paradigm for Application Development
Joseph Basile, Avanade, Matt Parks, Avanade
CRM Project Volume 7, June 29, 2007

  Mike & Venu Test
This is a test
Alex Kryczek, SEMI
CRM Project Volume 7, June 29, 2007

  One Focus of Marketing Accountability: Building a Performance Measurement Culture
Combining people, processes and technology is the key to realizing full benefits from marketing performance measurement solutions.
Carol Meyers, Unica Corporation
CRM Project Volume 7, June 29, 2007

  Out of the Woods: Optimizing Service Center Operations
Rethinking their approach to measuring and managing service center performance can help organizations identify significant opportunities to save operating costs. For many, this kind of transformation is long overdue.
Bud Jordan, Accenture
CRM Project Volume 7, June 29, 2007

  Righting the Creative Approvals Process
A sequenced review of creative material helps to ensure this material achieves its intended objectives and is delivered on time and on budget, while helping to manage brand and risk, both locally and globally.
Marianne Seiler, Accenture, Alan Bunce, Unica Corporation
CRM Project Volume 7, June 29, 2007

  Smart-Enough Customer Decisions
By identifying and defining customers’ decision-making checkpoints, companies can design processes into their interactions to effectively render customers’ choices smarter in achieving desired outcomes for both parties.
James Taylor, Fair Isaac Corporation
CRM Project Volume 7, June 29, 2007

  Surviving and Thriving in the Customer-Driven Age
Transformational CRM is the catalyst to transform organizations, empower employees and capitalize on new market opportunities.
Mike Betzer, Siebel Systems, Inc.
CRM Project Volume 7, June 29, 2007

  The Customer Service Challenge: Creating the ‘Perfect’ Customer Call
The resources exist for companies to create world-class customer contact operations that live up to customers’ expectations while remaining fiscally sensible.
Robert E. Wollan, Accenture
CRM Project Volume 7, June 29, 2007

  The Discipline of Marketing Leaders: Formulating Composite Strategy
Delivering a winning business strategy requires a conscious choice to seek cost leadership, differentiation or focus in customer interaction strategy.
Paul F. Nunes, Accenture, Woody Driggs, Accenture
CRM Project Volume 7, June 29, 2007

  The Intelligent Contact Center: Using Predictive Analytics to Generate Growth
Three customer communications experts discuss analytics for identifying and developing mission-critical customer contact strategies.
Christopher Checco, Customer Chemistry, David Rook, Customer Chemistry, Britton Manasco, Manasco Marketing Partners
CRM Project Volume 7, June 29, 2007

  The Role of the Dynamic Contact Center Within the Executive Suite
C-level executives are turning their focus to a contact center that optimizes cost, quality and revenue generation goals by leveraging people, processes and technology.
Randy Brasche, Genesys Telecommunications Laboratories
CRM Project Volume 7, June 29, 2007

  The Tyranny of Service Level
Untested and unquestioned as the sole determinant measure for years, service level today is only one among several metrics directing strategic decisions, affecting design, implementation and the success of optimized contact centers.
Wenti Xu, Purdue University, Center for Customer-Driven Insight, Richard Feinberg, PhD, Purdue University, Center for Customer-Driven Insight, JungKun Park, Ph.D., Purdue University, Center for Customer-Driven Insight, Ik-suk Kim, California State University Los Angeles
CRM Project Volume 7, June 29, 2007

  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.
Woody Driggs, Accenture, Steven S. Ramsey, Accenture, Paul F. Nunes, Accenture
CRM Project Volume 7, June 29, 2007

  Three Strikes and You’re Out
Why Marketing Automation Failed the First time, and Why This Time is Different
Marketo, Inc., Marketo
CRM Project Volume 7, June 29, 2007

  Transform Customer Data Into Profit
A unified platform for analytics that can provide synergistic insights across marketing, sales and customer sevice is the key to achieving maximum value from customer relationships.
Jeff Levitan, SAS
CRM Project Volume 7, June 29, 2007

  Transforming the Marketing Planning Process
Focus on business strategies, high customer expectations and a rapidly evolving marketplace are defining the growing role of the chief marketing officer worldwide.
Ralf E. Strauss, SAP AG
CRM Project Volume 7, June 29, 2007

  Transitioning From SFA to CRM
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.
Jeff Tanner, PhD, Baylor University and BPT Partners, LLC
CRM Project Volume 7, June 29, 2007

  Trends in CRM for 2007
Organizations are feeling the heat to improve their customer experience and drive top-line growth – which in turn is fueling worldwide growth for CRM solution providers.
William Band, Forrester Research
CRM Project Volume 7, June 29, 2007

  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.
Terry L. Walls, Accenture
CRM Project Volume 7, June 29, 2007

  Understanding the Seeds of Growth: Technological Evolution and Product Innovation
While many marketers believe that market segmentation is the 'be all, end all' of growth, technological change is perhaps growth's greatest catalyst.
Ashish Sood, Goizueta Business School, Emory University, Gerard J. Tellis, Marshall School of Business, USC
CRM Project Volume 7, June 29, 2007

  Unlock the Value of Content to Transform Online Business
A cohesive strategy for content and brand management in all customer interactions is missioncritical to conveying a compelling and persuasive online sales message, and ultimately, positive customer experiences.
Paige Mantel, Interwoven
CRM Project Volume 7, June 29, 2007

  Welcome to the Era of the Social Customer
Renewed focus on the social business network is shedding light on the power and proliferation of the defined customer experience.
Paul Greenberg, The 56 Group, LLC
CRM Project Volume 7, June 29, 2007

  Winning Back 'Lost' Customers: Who Do You Woo - and How?
Customers come and go; it's a fact of business life. But a 'lost' customer doesn't have to be lost forever.
Jill Griffin, Griffin Group, Inc.
CRM Project Volume 7, June 29, 2007