| Editorial |
 CRM Forgot Something – The Marketing Department
I know that everyone has their favorite CRM joke to tell at parties already at this point. But to be fair, CRM did give the IT department an agenda and lots of work building all those databases. Wait a minute I thought CRM was supposed to deliver a single customer database?
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| Experts Corner |  CRM relies on trust between business and customer. Consumers are constantly asked for personal information from a wide range of organisations, but who are the industries most trusted by UK citizens to safeguard this data? And which sectors must work harder to earn this trust?
David Jefferies, Marketing Director, Pitney Bowes
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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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| |  | | Mike Cotton, Head of EMEA Alliances, OnDemand Software, Division of Global Knowledge | |  | | | When asked about typical barriers to successful CRM implementations, you would expect most IT directors to suggest it was integration with existing systems or customisation issues when being added to legacy systems.(read more) | | 29 August 2006 |
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| | | | Kate Leggett, Director of Product Management & Knowledge Management , KANA | |  | | | I’ve been with my bank for a very long time — not out of loyalty, but out of convenience as there is a branch within blocks of my home. With them, I have a checking account, a savings account, several CD’s and they have held my primary mortgage for the last 10 years.(read more) | | 31 July 2006 |
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| | | | Randy Saunders, Marketing Director, Cincom Systems | |  | | | Customer experience, and by extension the ongoing business relationship with any customer, lives and dies at the point of contact. All the glossy advertising in the world cannot compensate for a consistently weak experience.(read more) | | 18 July 2006 |
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| | | | D.Blake Cahill, VP Marketing & Product Management, SafeHarbor | |  | | | Is your Web self-service giving your customers what they want? For some companies today, a full 80 percent of customer interactions are occurring in the Web self-service channel, keeping customers satisfied and lowering overall support costs.(read more) | | 26 June 2006 |
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