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.