| Experts Corner |  There has been a certain amount of scepticism surrounding CRM in the past, but now it seems like everyone is doing it. Is this the case?
Andy Wood, MD, GI Insight
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| Books | Implementing CRM: From Technology to Knowledge
This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or...
by David Finnegan, Leslie P. Willcocks
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| |  | | By Matthew Crook, CEO, SalesCentric | |  | | | The biggest challenge faced by many CRM resellers is the negative reputation that often comes with the software. Gartner estimated that more than 50 per cent of all CRM implementations were deemed failures in 2006.(read more) | | 31 October 2007 |
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| | | | By David Williams, CEO, How to Experience | |  | | | David Williams, CEO of How to Experience, considers the importance of brand advertising against detailed experience design. Will customers promote your brand? It all depends on how they feel about their various interactions — and how memorable they are….(read more) | | 16 October 2007 |
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| | | | By Mike Emerson, CMO, Aprimo | |  | | | The theory that “the world is flat” explains the current global situation where the breaking down of geographic borders is resulting in the unification and globalization of products. In a ”flat world,” companies can no longer think only of one country and local economies; companies must consider everyone and everything as being connected.(read more) | | 18 September 2007 |
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| | | | By Richard Brown, VP Sales - EMEA, Interactive Intelligence | |  | | | Efficiency will never go out of style in business. Yet in an industry that is largely transitioned from one-dimensional call centres to e-mail, Web chat and the full-fledged multimedia contact centre, making a contact centre more efficient isn't enough to make it competitive.(read more) | | 05 September 2007 |
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| | | | By Kate Leggett, Director of Product Management & Knowledge Management, KANA | |  | | | I often wonder why knowledge management takes such energy to adopt, while other collaboration methods, such as social networking over instant messaging have taken off like wildfire.(read more) | | 21 August 2007 |
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