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I just had a recent experience with my taxi company. Last week I made an appointment for a taxi to take me to the airport on my way to Las Vegas for the CTIA show. I've used this cab company for nearly two years and they have consistently delighted me by showing up at my door five minutes early. The one time they were running late--because the driver got a bit lost--they called to tell me he was on his way.
CRM Featured Articles,
Posted 04 Apr 2001
KPMG spins-off its CKO, Michael Turillo, to head Cering, Inc, its new KM company.
CRM Featured Articles,
Posted 03 Apr 2001
Pragmatech Software CEO Brooke Savage says a number of factors make the RFP process so painful. First, most RFPs are very long and require highly detailed answers to a variety of questions. Second, the requests typically set very tight deadlines. Organizations that don't meet the deadline fail to become major competitors in the bidding process. And third, many organizations don't have an automated system for responding to RFPs.
CRM Featured Articles,
Posted 03 Apr 2001
In this Q&A E-Business Strategist Executive Editor Danna Voth asks Ann Vezina of EDS and Chris Hodges of NDSI Tele Performance what they consider when choosing a site for a customer interaction center.
CRM Featured Articles,
Posted 02 Apr 2001
After spending thousands of dollars on marketing to lure potential customers onto your Web site, you see your site hits skyrocket but no movement in sales or customer acquisition. Strange? Not really. The problem is that once these people take the bait and click through to view a site, that's often when the process breaks down. EXP and its innovative- -and eerily logical- -Knowledge Exchange are setting out to change that.
CRM Featured Articles,
Posted 29 Mar 2001
Many dot coms have a new standard for creating and managing relationships with customers, one which all companies--both online and off--will need to meet.
CRM Featured Articles,
Posted 29 Mar 2001
Pivotal and Siebel have both landed major contracts with European financial firms, while a division of Siemens has agreed to market and implement Pivotal solutions in France.
CRM Featured Articles,
Posted 29 Mar 2001
First in a two-part series in adopting security best practices to help manage electronic data and avoid liability risks.
CRM Featured Articles,
Posted 28 Mar 2001
A case study of how Osram Sylvania employed TeaLeaf's Technology's TeaCommerce Suite to understand how well its e-business site is performing.
CRM Featured Articles,
Posted 28 Mar 2001
The most overlooked use of CRM applications involves examining data collected by field service reps.
CRM Featured Articles,
Posted 28 Mar 2001
Why do so many CRM implementations fail? Too many companies try to change technology without changing culture. What they need is a collective mindset.
CRM Featured Articles,
Posted 19 Mar 2001
Acer's ultraportabe TravelMate 350 has many surprising features that its mainstream competitors have yet to match.
CRM Featured Articles,
Posted 16 Mar 2001
How are today's consultants and their firms keeping up with the ever-increasing demands of CRM project managers?
CRM Featured Articles,
Posted 15 Mar 2001
Fewer than one in 20 companies currently have automated the link between field service and complex CRM systems--but the potential for unrealized profits is in the billions.
CRM Featured Articles,
Posted 15 Mar 2001
These 10 steps will help your company develop and maintain a fulfillment strategy that meets customer expectations and maintains a solid foundation for customer retention.
CRM Featured Articles,
Posted 13 Mar 2001
Jim Dickie, managing partner for Insight Technology Group, explains why achieving a smooth transition into CRM means listening to and addressing the various needs of a reluctant sales force.
CRM Featured Articles,
Posted 06 Mar 2001
This case study examines how Johnson Controls converted its field maintenance staff into a one-stop sales, marketing and service force.
CRM Featured Articles,
Posted 05 Mar 2001
WebFocus builds on years of experience to extend business intelligence to the Web by allowing users to retrieve and manipulate data from legacy platforms.
CRM Featured Articles,
Posted 02 Mar 2001
The UK's Post Office is embracing e-business, with an ambitious plan to track all customer contacts. TBC's Steve Bell weighs up its chances of success.
CRM Featured Articles,
Posted 02 Mar 2001
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