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Web self-service is described as the third wave of the Internet revolution, and promises to be effective both in paring down costs and boosting customer relations. The problem is, it's still in its infancy--and carries the risk of alienating customers if it's badly done.
A case study of how IBM maintains a consistent privacy policy across its 400,000 Web pages.
The enterprise information portal has moved from technology du jour to mission-critical system. First-generation portal systems were primarily aimed at knowledge management applications--aggregating corporate data and content for internal use by employees. Now, a new breed of portal products has begun to appear targeting uses beyond the walls of the organization for e-business applications with partners and customers.
After early challengers faded, Siebel is the clear leader among CRM software suppliers. Many others are vying for the Number 2 position, but Oracle is emerging as the number-one contender.
Given the extensive array of options, diversity of applications and variance in pricing and throughput, making the right choice of wireless data communication products is a complex process.
Cross-selling has been vaunted as the big CRM idea, companies must change their culture, technology and processes to optimize cross-selling opportunities.
By tailoring sales and marketing strategies to fit individual consumer needs, companies are finding ways to seek out and retain their most valuable customer base for higher revenues.
A suite of software from Redwood City, Calif.-based Kana Communications helps eBay process its customer service e-mail. The Kana system sorts incoming e-mail messages into queues based on the subject line and a referral tag determined by what the customer was doing on the site when the e-mail was sent.
Hyundai Motor America adopts a new e-business system that streamlines ordering processes while improving dealer relationships.
Xerox's Eureka knowledge management system allows field service technicians to share solutions to problems that aren't covered in the company's documentation.
For business-to-business commerce, the supply chain isn't a single chain of players linked in a linear process but a complex web of interactions that can include multiple trading partners at many different levels and across previously impenetrable boundaries.
A study of CRM deployments by Meta Group and IMT Strategies warns that progress is hampered by confusion over both strategic and tactical issues.
Business in the virtual world presents both challenges and opportunities to companies seeking to understand and manage relationships throughout the customer lifecycle. Meta Group's four-stage model provides a roadmap for leading-edge companies.
According to knowledge management guru Tom Koulopoulos, the KM movement has steadily progressed into the e-business space, allowing users to experience its real potential.
Yahoo's Seth Godin embraces the concept of "permission marketing"--an alternative approach to "interruption marketing" in which consumers are actually asked whether they want to be marketed to or not. Godin's theories, which are fully developed in his book Permission Marketing Turning Strangers into Friends, and Friends into Customers, are summarized.
Online complaint monger Jennifer Biscoe, CEO of eComplaints.com, encourages unsatisfied customers to gripe on her site and has been overwhelmed by the groundswell of popular support for her idea.
Bluetooth, a standard for short-range wireless data transfer, is poised to become a cost-saving boon for the enterprise--but only if vendors can agree on protocols.
A wireless mobile solution that improves sales or service force productivity may not always be worth the investment. Without doing a return on investment (ROI) analysis before implementing such a solution, it is impossible to know the actual value the solution will deliver.
Bob Thompson, president of Front Line Solutions, shares the results of a recent benchmark study on Partner Relationship Management (PRM) initiatives and their current roles in sales strategies.
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