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An increasing number of enterprises are relying on Application Service Providers to host their mission-critical CRM solutions.
Revenues for many CRM vendors soared in 1999 in what analysts are calling a "booming" market. Here is a thumbnail look at revenue figures for the year.
An end-to-end strategic management process in the Internet age will include sensing activity in the market; analyzing and deciding what to do; tracking implementation efforts; and learning from feedback.
Bob Egan, one of the most respected analysts in the field of enterprise mobile communications, predicts the future for wireless data.
LandsEnd.com's customer service agents are called personal shoppers. Each agent has an extensive knowledge of the company's product line and is qualified and encouraged to assist customers in selecting styles, colors and combinations as well as advises on shipping and return policies.
For every successful CRM implementation that benefited from outside consulting services, there's at least one other that's a tale of woe. What should your company do when contemplating a consulting engagement to maximize your chances for a successful project?
How can companies walk the fine line between using personal data to provide welcome customer value and permitting unwelcome intrusion on customer privacy?
The sales resource portal provides a single point of access to the content and tools to help these teams organize, manipulate and customize sales materials. This enables creating an interactive channel, gathering distributed and unorganized rich media content, logically organizing it and linking it to databases or processes already active in the business. The goal is to use sales resources more effectively by putting them at the fingertips of the field sales force.
For wholesale magazine distributor Anderson News, the problem was providing a central point to diagnose and repair distribution problems for field reps all over the country. A custom-built mobile system provides a solution that gives field representatives from national distributors and publishers the same access to decision-critical information that Anderson's own agents get.
Managers looking to improve the iterative process of analysis and observation are finding that visualization tools are no longer just an accessory, but a necessity.
A new breed of professional service firms specializes in creating and implementing Internet strategies for companies ranging from tiny "pure play" startups to Fortune 500 behemoths.
Partner relationship management software can help manufacturers drive down the costs of maintaining channel relationships while boosting efficiency. Analysts estimate that the market potential for PRM software will reach $1 billion by 2001.
While marketing automation processes might have been used as budget fillers in the past, new applications that enable companies to measure individual customer-based ROI have the potential to vault marketing departments into the realm of revenue generators.
With a complex selling process and highly customized, big-ticket products, the aerospace industry is finding CRM valuable for managing information and building long-term customer relationships.
With the emergence of integrated supply chains, strategic partnerships, outsourcing and free-agent knowledge workers, many companies are finding that competing effectively no longer allows them the luxury of keeping all the resources within the confines of the organization. But as they open up information and commerce channels to outsiders, companies face a complicated set of challenges in determining just how much and how widely they should share.
Customer data is your sales department's greatest asset--but only if it is accurate and up to date. HotData.com offers a subscription-based service to verify and cleanse customer information.
The Times Company Digital (TCD), the interactive media division of the New York Times Co., is applying adaptive profiling technology it acquired from Abuzz Technologies to promote interactivity by identifying subject experts among users of its various Web ventures.
To extend its advantage in superlative service, Ritz-Carlton implemented a guest relationship management program that helps identify, profile and please most valued guests.
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