Supplement archive

Focus on... CRM software - September 2008

• On-demand vs on-premise: You pay your money, you make your choice
• Greg Gianforte, RightNow Technologies: Is the on-demand/premise war over?
• Lindsey Armstrong, Salesforce.com: Why enterprise on-demand is in demand
• Jason Nash, Microsoft Business Solutions: The best of both worlds
• On-premise and on-demand CRM in action
• CRM vendor listing

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Focus on... business intelligence - June 2008

• The business intelligence sector: An overview
• Business intelligence: Only the tip of the iceberg
• Data: Unused, unanalysed and undervalued?
• Business intelligence + enterprise resource planning = competitive advantage
• Business intelligence in action
• Business intelligence vendors

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Focus on... marketing software - March 2008

• The market for marketing software
• The secrets to successful emarketing
• Web 2.0: A mixed blessing for marketing?
• If you aren't using analytics, you’re not really marketing
• Marketing software in action
• Marketing software vendors

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Focus on... CRM storytelling - December 2007

• "I was present at the birth of CRM"
• 2007: how was it for you?
• Hurrah! 2008 will bring chaos!

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Focus on... customer strategies - November 2007

• CRM: from technology to business strategy
• Evolving your customer strategy to meet changing needs
• "You must build it how we want - or we won't come"

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Focus on... customer intelligence - October 2007

• Data isn't deadly dull!
• Listening and learning - the intelligence of data
• Talking dirty

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Focus on... contact centres - September 2007

• The contact centre conundrum
• "Your call is important to us" - prove it
• For your (in)convenience

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Focus on... customer experience management - August 2007

• Are you experienced?
• Translating customer experience jargon into sense
• Designing the customer experience

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Focus on... the customer business case - July 2007

• How do you measure success?
• Making the business case for customer relationships
• ROI is a four letter word

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Focus on... voice of the customer - June 2007

• Voice of the customer: the master's voice
• Death of the salesman
• Voice of the customer - the voice of reason

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Focus on... B2B client management - May 2007

• CRM - it's not just about B2C!
• Business to Business CRM – overcoming the great sales/marketing divide
• B2B/B2C: the same, but different

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Focus on... delivering the brand promise - April 2007

• Brand and deliver
• If you make a promise you must keep it
• Brand and customer management: the inextricable link

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Focus on... customer value propositions - March 2007

• Are you giving your customers what they want?
• Seducing your ideal customers
• Demand-driven content: how to serve the unchained customer

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Focus on... corporate social responsibility - February 2007

• Is your business a public enemy or public servant?
• Why CSR is sexy
• CSR and the customer

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Focus on... call centres part two - December 2006

• Focus on... call centres - Part 2

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Focus on... call centres part one - November 2006

• Focus on... call centres - Part 1

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Focus on... marketing and MRM - October 2006

• Focus on... marketing & MRM

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Focus on... advanced web analytics - September 2006

• Focus on... advanced web analytics

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Focus on... using a business partner - August 2006

• Focus on... using a business partner

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Focus on... customer intelligence - July 2006

• Focus on... Customer intelligence

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Focus on... Software as a Service - June 2006

• Focus on... Software as a Service

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