CRM技术白皮书（二）
CRM专家白皮书（White Papers from the CRM Experts）
超越交易：Web上的交互式销售和服务
Beyond the Transaction: Interactive
Sales and Service on the Web
The Extraprise Group
在信息技术产业中建立忠诚的合作关系
Building Partner Loyalty
in the Information Technology Industry
Front Line Solutions (provided by OnDemand, Inc.)
Building the Business Case
OR Business Case Blues
Michael Meltzer
Closing the Loop on Loyalty: Implement
an Integrated Customer Value Management System for Improved Customer
Loyalty
Ross Goodwin, Customer Loyalty Manager, Hewlett-Packard Corporate Quality
Brad Ball, CRM Consultant, Hewlett-Packard
Configuring Your Supply
Chain to Provide Your Customer's Total Solution
Varun Nagaraj, Manager, PRTM
Raj Nooyi, Director, PRTM
Creating the Enterprise CRM Strategy:
Basics and Best Practices
Aslam Handy, CTO, DiaLogos
Customer Interaction
Management
Eric K. Gaut, Chief Technology Officer, Continuity Solutions, Inc.
Customer Profitability Information
Just Isn't Enough
Michael Meltzer
Customer Relationship Management:
An Opportunity for Competitive Advantage?
Timothy McMahon, Principal, Timothy McMahon Worldwide
Customer Relationship Management:
What Is It All About?
Barton Goldenberg, President, ISM, Inc.
Death of a Salesman? Technology
& Selling
Timothy McMahon, Timothy McMahon Worldwide
e-Everything: Technology
Enabled Customer Relationship Management
Web Associates
e-Mining Myth & Magic:
Using Data Mining Successfully
Michael Meltzer
The Effect of Enterprise Software
Solutions on a Company's Bottom Line
Albert Bruno, the William T. Cleary Professor and the Director of the
Center for Innovation and Entrepreneurship, Santa Clara University,
CA
presented by: Intelic Software Solutions
ERP's Second Wave: Maximizing the Value
of ERPEnabled Processes
Deloitte Consulting
eStrategies: Focus on
the Customer
Avicon, Inc.
5 Lessons Learned in the Trenches
of the Customer Service Business
Bob Rabin, Founder and Managing Director, PRTM
Handling the Complexities of
High-Tech Management
Michael McGrath, Founder and Managing Director, PRTM
How Integrated is Your
CRM Strategy?
Joel Book, Director, Integrated Marketing Practice, DiaLogos, Inc.
How to Avoid Post-Implementation Perils:
Support Environment and Training Plan Are Key
Dave Hanaman, Executive Vice President, C3I, Inc.
Is Global CRM an Oxymoron?
Elizabeth W. Shahnam, META Group
"Is the New Drive to
CRM Turning the Customer Purely into a Commodity?"
Max Franchitto, MGF Consulting
It's All About Innovation
Christopher Lochhead, Chief Marketing Officer, Scient Corporation
Make Room for the Customer
Mark Deck, Director, PRTM
Relationship Management
in the IT Channel: A New Opportunity for Competitive Advantage
Bob Thompson, President, Front Line Solutions
Relevance of the Human
Value in ERM and in the Future
Rajeshkumar Sadavisan, Raj Consulting
Selling to Senior Executives
OnTarget, Inc.
The 3.5.7 for Maximizing Your Business
Online
Craig Settles, President, Successful.com
The Transformative
Effect of Dialogue on Customer Relationship Management
David Ben-Gal Kramer, Principal Director, The Fieldstone Hill Group
The Trouble with Back Office, Front
Office Integration
Dick Lee, Principal, High-Yield Marketing
The Users Speak: Current and
Future Plans for Web-Based Customer Care
The Yankee Group
To CRM and Beyond!
Elizabeth W. Shahnam, META Group
Winning the Product Launch
OnTarget, Inc.
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