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The core of an agent's work--resolving problems and answering questions--remains virtually unchanged from the first days of the call center.
Viewpoints,
Posted 17 May 2004
Organizations must establish a knowledge culture, wherein a sense of pride is derived from not only delivering excellent person-to-person customer service but realizing the huge value associated with sharing knowledge, keeping knowledge fresh, and empowering customers to serve themselves.
Viewpoints,
Posted 10 May 2004
The field technician's face is the only company face most customers will ever see--and when a new service is needed, or an existing one fails, it is the only face they want to see.
Viewpoints,
Posted 10 May 2004
There is a significant issue that needs to be addressed for the online channel to be a consistent, relevant element of the corporate bottom line: the customer experience.
Viewpoints,
Posted 03 May 2004
It is crucial to view CRM as an integral part of the entire organizational-process pool.
Viewpoints,
Posted 03 May 2004
A disciplined, ongoing process is required to deliver quantifiable value in which IT, business and finance staff, and vendors work together to establish business-value metrics during the planning process, and then measure and continually improve them after deployment.
Viewpoints,
Posted 26 Apr 2004
The mobile workforce will continue to spend much of its time updating the corporate system until a truly mobile CRM system is fully developed.
Viewpoints,
Posted 26 Apr 2004
Loyalty doesn't have a bidirectional requirement, but the relationship between customers and a business demands that two-way street.
Viewpoints,
Posted 19 Apr 2004
Failing to allow companies to use this great technology to grow their businesses would be the real crime, and in the end would hamper all our selling efforts.
Viewpoints,
Posted 19 Apr 2004
CRM systems must collect the metrics that ensure accountability.
Viewpoints,
Posted 12 Apr 2004
Competitive differentiation is ultimately about making the difference between whether your product or service is chosen over all the alternatives.
Viewpoints,
Posted 12 Apr 2004
Financial institutions are increasingly using customer management solutions with sophisticated front-office analytics capabilities that allow them to better slice and dice their customer data and use this insight to segment their clientele for better targeted selling opportunities.
Viewpoints,
Posted 05 Apr 2004
The problem with CRM integration today exists because companies forget that CRM is an integral part of their overall business ecosystem. The solution is intragration. For a CRM application to be truly effective it needs more than integration: It needs to be intragrated into the enterprise.
Viewpoints,
Posted 05 Apr 2004
With CRM analytics run as a business activity, the results are actionable within your company's operational framework, and they have the greatest impact within your company's business model.
Viewpoints,
Posted 29 Mar 2004
KM has irrefutable value beyond the contact center.
Viewpoints,
Posted 29 Mar 2004
Organizations must be able to update and access valuable customer data in real time.
Viewpoints,
Posted 29 Mar 2004
A new breed of middleware systems consists of software that pulls together much of the new and old technology found in call centers, and adds new functionality for the changing legislative, regulatory, and security landscape.
Viewpoints,
Posted 22 Mar 2004
As CRM implementations move beyond just collecting customer information and reporting on it, a fundamental driver for many organizations is the desire to better understand their customers' needs and preferences.
Viewpoints,
Posted 22 Mar 2004
It appears the challenge and solution to raising CRM awareness is another type of CRM: community relationship management.
Viewpoints,
Posted 15 Mar 2004
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