This issue revisits the seemingly age-old topic of CRM. Feature Focus examines the application of principles of CRM in a higher education environment and explains how CRM can be used in an academic setting for recruiting prospective students. Turning our attention to the CRM Champion, Special Report interviews three industry experts to see what happened to this person and where CRM is headed. In this Profile, an ergonomics engineer shares information about shaving costs and reducing absenteeism with a well constructed ergonomics plan. HR shares new ideas for managing agents over the holidays, while Expert Advice teaches you how to “talk like a CFO” to get your business plan sold.

Rhonda C. Proctor, Editor