The low-cost channel isn't always the right channel for customer service.
Viewpoints,
Posted 18 Jan 2005
Camera phones will be the next contact center productivity tool.
Viewpoints,
Posted 18 Jan 2005
Look past the buzzwords for a truly rich application.
Viewpoints,
Posted 18 Jan 2005
How to ensure that analytical CRM solutions don't fall short in achieving effectiveness.
Viewpoints,
Posted 18 Jan 2005
For high-performance businesses, creating a marketing capability that drives real business performance requires an effort that is complex, pervasive and sustained. An excerpt from Outlook, an Accenture publication.
Viewpoints,
Posted 18 Jan 2005
Transforming customer information into actionable insight.
Viewpoints,
Posted 18 Jan 2005
Companies must combine project management with CRM to extend and deepen client relationships.
Viewpoints,
Posted 18 Jan 2005
Three practical approaches for aligning sales processes with CRM.
Viewpoints,
Posted 18 Jan 2005
The top 5 questions an organization must ask prior to implementing CRM.
Viewpoints,
Posted 18 Jan 2005
If cost savings is not the primary driver, offshore outsourcing may be an option.
Viewpoints,
Posted 20 Dec 2004
Coaching employees does not mean constantly critiquing them.
Viewpoints,
Posted 20 Dec 2004
As Voice over IP gains traction organizations can prepare themselves to reap the rewards it promises.
Viewpoints,
Posted 20 Dec 2004
5 steps for delivering high-quality information that supports the entire organization.
Viewpoints,
Posted 20 Dec 2004
Standardized business processes help ensure successful change management when rolling out enterprise software initiatives.
Viewpoints,
Posted 20 Dec 2004
More information means more informed customer decisions.
Viewpoints,
Posted 20 Dec 2004
Eliminate surprises, identify opportunities, and maximize operational effectiveness by having the right data at the right time.
Viewpoints,
Posted 20 Dec 2004
Is the CRM software you're considering a good technical match?
Viewpoints,
Posted 20 Dec 2004
To maximize results, personalized portals must closely align with CRM.
Viewpoints,
Posted 20 Dec 2004
It's easy to calculate the direct cost of losing a customer due to a negative interaction with a company, but the hidden costs of that customer sharing his experience with his immediate social network is often ignored.
Viewpoints,
Posted 08 Dec 2003
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