CRM magazine is a business solution publication responsible for moving the enterprise toward a customer-focused approach.

Written for senior business and IT management, CRM magazine's goal is to foster and promote an understanding of Customer Relationship Management (CRM) and the associated business and technological strategies. CRM magazine aims to assist senior managers to identify how to maintain and gain profitable customers, generate loyalty and reduce business costs.

 "Service with a smile" is a longtime goal for how companies should deal with their customers. With the fifth annual CRM magazine Service Awards, we pay special attention to the vendors delivering that level of service, enabling their clients to do the same.

The following pages reflect the very best that the service-and-support industry has to offer -- from point-solution providers to integrated-suite developers, self-service to full service. We profile four Rising Stars and spotlight four Elite implementations -- but, most important, we reveal the results of our comprehensive survey of seven industry categories. Please join us in congratulating all the leaders, winners, and honorees.  --The Editors of CRM magazine

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Publisher: Information Today, Inc.

View CRM Magazine, August 2009

COVER STORY
27 Healing the Sick
Facing regulatory requirements, spiraling costs, and an aging (and ailing) customer base, the healthcare industry is looking to CRM for a cure. BY LAUREN McKAY

FEATURES
32 Serving Up Service Strategies
Budget cutbacks don’t have to ruin your game plan for customer service. In fact, there are ways you can set yourself up for success even as you trim costs. The trick is to match your strategy to the fiscal reality. BY CHRISTOPHER MUSICO

38 Intelligence in the Cloud Business intelligence elevated
CRM data by making that data actionable. Now on-demand BI promises to do the same for on-demand CRM—by making analytics affordable. BY JESSICA TSAI

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What Is CRM?

CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer loyalty. True CRM brings together information from all data sources within an organization (and where appropriate, from outside the organization) to give one, holistic view of each customer in real time.

This allows customer facing employees in such areas as sales, customer support, and marketing to make quick yet informed decisions on everything from cross-selling and upselling opportunities to target marketing strategies to competitive positioning tactics.

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