| 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 Chris Lawer, Founder and CEO, The OMC Group | |  | | | Customers never asked for the Sony Walkman. Nor did they express a desperate desire for fax machines, digital cameras, mobile phones, even the humble hoopla-hoop. So if customers are frankly so useless at suggesting innovative, breakthrough products and services, why are many firms now actively trying to access and harness their customers’ knowledge and competence?(read more) | | 23 November 2005 |
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| | | | By Richard F. Gerson, Ph.D., CPT, CMC, Gerson Goodson, Inc. | |  | | | It's enough already. How much more can we expect employees to take. They've been restructured, reorganized and reengineered. They've been downsized, delayered, and diversified. They have been asked to do more with less. Then, they are told they have to put on a happy face for customers, vendors and partners.(read more) | | 13 November 2005 |
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| | | | By Jeanette Slepian, President, BetterManagement.com | |  | | | Harrah’s Entertainment, the world’s largest gaming company, doesn’t just leverage the power of its CRM systems to understand the past. It relies on CRM to predict the outcome of future marketing campaigns.(read more) | | 27 October 2005 |
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| | | | By Dr. Jon Anton, Director of Purdue University Center for Customer-Driven Quality, BenchmarkPortal, Inc. | |  | | | In order to build a successful up-sell and/or cross-sell call center, three topics must be addressed: a) business model issues, b) training and staffing issues, and c) technology issues.(read more) | | 18 October 2005 |
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| | | | By Michael Meltzer, Managing Partner, Active Management Techniques | |  | | | The ‘Long Tail’, a phrase coined by Chris Anderson of Wired magazine, is originally a statistical expression that he saw it could be used as a means of describing the phenomena of products that are less popular than the top sellers but when combined are still able to easily outsell top sellers.(read more) | | 03 October 2005 |
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