The greatest opportunities ultimately remain in the medium with the highest resolution and clarity.
Viewpoints,
Posted 18 Oct 2004
It is no longer enough for vendors in the high-tech industry to offer innovative products. They must be able to scale their sales and marketing processes quickly and efficiently to deliver these products to a larger portion of the market.
Viewpoints,
Posted 18 Oct 2004
The role of the contact center agent has expanded considerably, with each agent now required to act in up to three roles.
Viewpoints,
Posted 18 Oct 2004
SMBs want tools that can specifically address their requirements.
Viewpoints,
Posted 18 Oct 2004
Those responsible for business growth may be putting themselves at a disadvantage by not applying this same attention and care to relationships with prospects--before they become customers.
Viewpoints,
Posted 11 Oct 2004
Proactive follow up with customers is essential.
Viewpoints,
Posted 11 Oct 2004
There is a positive correlation between customer satisfaction scores of individual companies and their stock performance.
Viewpoints,
Posted 04 Oct 2004
There are three steps of customer service transactions--routing, case tracking, and service resolution.
Viewpoints,
Posted 04 Oct 2004
A customer profitability management (CPM) program helps companies begin to lay the foundation for building a B2B lead generation program that will maximize average new customer profitability and corporate earnings.
Viewpoints,
Posted 04 Oct 2004
Email is rapidly changing--trying to apply yesterday's strategy to today's most powerful marketing medium is a colossal missed opportunity and mistake.
Viewpoints,
Posted 27 Sep 2004
Five easy steps that any company can take to design and execute an effective customer satisfaction survey program.
Viewpoints,
Posted 27 Sep 2004
The best way to value your customers' time is by placing concomitant value on the time of your agents.
Viewpoints,
Posted 20 Sep 2004
One of the greatest benefits of moving to a CRM solution is the ability to integrate front- and back-office processes.
Viewpoints,
Posted 20 Sep 2004
The concept of having customers help themselves is actually a rather old idea--the difference today is that the channels for reaching customers, from voice response systems to kiosks and the Web, have evolved.
Viewpoints,
Posted 13 Sep 2004
Companies need to respond to the market with agility and appropriate customer relationship-focused sales talent.
Viewpoints,
Posted 13 Sep 2004
The business case for CRM should include tangible net benefits, intangible benefits, and a risk assessment.
Viewpoints,
Posted 06 Sep 2004
Having the right production information or customer information at your representatives' fingertips is a fundamental yet crucial step. It can mean the difference between losing a customer that is put on hold, solving a customers' inquiry or even upselling on an opportunity.
Viewpoints,
Posted 06 Sep 2004
Seven tips for managing project scope creep.
Viewpoints,
Posted 30 Aug 2004
Supply chain management does impact customer satisfaction as it relates to product delivery dates and product quality.
Viewpoints,
Posted 30 Aug 2004
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