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IT advances bring their own complications. In this profile, three UK companies are introducing new methods for managing groups of consultants and salespeople in the field while avoiding conflicts with employee culture.
A case study of eHobbies's successful pre-holiday launch.
A look at Ernst & Young Applications Services and its focus on Java for integrating Internet and intranet front ends with existing systems.
A look at the three main categories of WAP-capable PCS/cellular phones and their role in the field.
CRM analytics solutions are helping companies learn more about the value of customers in an effort to plan processes and strategies.
Build a one-stop, Web-based information source for your "80/20" customers: the 20 percent that usually account for 80 percent of its revenues.
Designed to run on the Web rather than adapted from an existing groupware or project management application, Thoughtstar's QuickTeam provides a virtual collaboration space that employees, customers and suppliers can access from any Internet connection.
Q&A with venture capitalist Jim Gauer, a general partner in Palomar Ventures, about systems integration and its impact on e-tailers.
While searching for a personalized online banking experience, Marianne Cotter discovers the gap between e-personalization and the real thing.
Q&A with Brian Maclean of Virginia Natural Gas who describes how field force automation helps his service fleet keeps pace with 10,000 new customers a year.
A look at Powerize.com's ability to deliver targeted external and internal information to the desktop PC.
A look at the variety of marketing automation applications including campaign management, e-mail marketing, personalization engines, collaboration and new product planning.
While the security industry and mainstream media have spotlighted high-level cyber-attacks, less sophisticated assaults could bring down your business.
Now that the utility industry is facing deregulation, electric and natural gas companies are looking to customer relationship management systems to help retain current customers and to recruit new ones. Even so, the development of interactive customer services is still in its infancy in this industry.
While the larger consultancies have, in recent months, been making moves to change both their structure and traditional approach, in the skills-starved front-office area it is often the client which loses out.
The 2000 Holiday season will likely be the highest grossing season of Internet retail sales ever. Retailers are learning from past mistakes in planning for customer service, supply chain strategies, and distribution processes.
For those who have invested in CRM tools, facilities exist to bring rewards for corporate integrity. These systems should, in theory, help to eliminate the more creative explanations of what has occurred.
Dr. Jenny Dougmore advocates implementing a new customer service operation in small steps, easing the transition to a smooth-running solution. She tells Steve Bell how customer service can provide the foundation for a building "of architectural merit."
One of the keys to successfully implementing a CRM project is getting your users to buy into the idea.
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