CRM's original value proposition is the responsibility of the entire enterprise--not CRM alone.
Viewpoints,
Posted 01 Jun 2005
Even well designed CRM initiatives often overlook a crucial element of the customer relationship. Closing this gap can improve CRM results.
Viewpoints,
Posted 02 May 2005
Marketers are long overdue in leveraging CRM learnings to make their demand-generation efforts more effective and profitable.
Viewpoints,
Posted 02 May 2005
5 guidelines to abide by when choosing to integrate email into your CRM suite.
Viewpoints,
Posted 02 May 2005
Contact centers are being charged with contributing to revenue growth, but if all the agents are offshore, who will execute that strategy?
Viewpoints,
Posted 02 May 2005
Start with an audit of customer permissions, system security, and business rules for accessing customer data.
Viewpoints,
Posted 02 May 2005
No longer is self-service simply a channel for businesses to sell or deliver products and services.
Viewpoints,
Posted 02 May 2005
Bring your support staff closer to the customer.
Viewpoints,
Posted 02 May 2005
Companies that learn to recognize and avoid them can realize the long-promised benefits of increased productivity, greater customer satisfaction, and better employee satisfaction.
Viewpoints,
Posted 02 May 2005
Customer service representatives need immediate access to all customer-related information.
Viewpoints,
Posted 02 May 2005
Your customers connect to your brand through their experience--it's an emotional bond.
Viewpoints,
Posted 02 May 2005
The number one reason companies are letting go of CRM is to gain access to people and expertise.
Viewpoints,
Posted 01 Apr 2005
Salespeople need sales intelligence tools designed to both support the sales function and enable them to sell more on every call.
Viewpoints,
Posted 01 Apr 2005
Chances are you already have a miracle-maker or two.
Viewpoints,
Posted 01 Apr 2005
The venue to reinforce the brand day in and day out is the contact center.
Viewpoints,
Posted 01 Apr 2005
The importance of having a data steward and how to go about finding and appointing one.
Viewpoints,
Posted 01 Apr 2005
It's almost impossible to satisfy the customer without internal agreement on brand experience and how to deliver it.
Viewpoints,
Posted 01 Apr 2005
A commitment to matching your support infrastructure with your revenue growth will make a tremendous positive impact.
Viewpoints,
Posted 01 Apr 2005
Process monitoring, updates at all times, and a focus on support that extends well beyond the call center itself.
Viewpoints,
Posted 01 Apr 2005
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