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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
An important goal of a customer advisory board is to provide an excellent source of quantitative and qualitative data that goes beyond checkboxes on surveys or conversations over coffee.
Viewpoints,
Posted 30 Aug 2004
You can't predict when a prospect may need your products and services, but you can stack the odds in your favor.
Viewpoints,
Posted 23 Aug 2004
The pharmaceutical industry collects a tremendous volume of information about physicians and the prescriptions they write. The challenge lies in making sense of the prescription statistics and other aspects of physician profiles.
Viewpoints,
Posted 23 Aug 2004
To attain intelligence-driven, profit-focused self-service, companies can follow this simple four-step plan.
Viewpoints,
Posted 23 Aug 2004
Organizations simply cannot make solid decisions based on the 15 to 20 percent of collective knowledge that is housed in CRM systems, nor can they ignore the content of customer emails stored in its CRM systems.
Viewpoints,
Posted 16 Aug 2004
In the second generation hosted-CRM environment, it is the business user who should be able to set the workflow simply by defining his business rules.
Viewpoints,
Posted 16 Aug 2004
Proactive companies know the importance of the last mile of CRM and have turned to automated customer communications solutions to drive down costs, increase revenue and improve loyalty.
Viewpoints,
Posted 09 Aug 2004
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