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A customer P&L sheet allows companies to determine the appropriate level of service, as well as pricing, discounts, and distribution.
Viewpoints,
Posted 26 Jan 2004
Far too many CRM providers fail to understand what their customers want, a very odd thing for companies selling closer customer contact.
Viewpoints,
Posted 19 Jan 2004
The sales process must align a go-to-market strategy with the buyer's identified behaviors.
Viewpoints,
Posted 17 Dec 2003
An organization can better target members for increased investment--or disinvestment--based on potential value, while delivering more relevant communications and offers geared to member needs.
Viewpoints,
Posted 29 Dec 2003
That's because good plans don't come from looking at the most information, but from looking at the right information.
Viewpoints,
Posted 29 Dec 2003
Most organizations are only now coming to grips with this new reality: Customers are in control, they believe they have rights and they expect companies to honor those wishes.
Viewpoints,
Posted 22 Dec 2003
The key is to look beyond whenever possible a single user group to widen the scope of a knowledge-base application and empower several groups with easy access to valuable knowledge.
Viewpoints,
Posted 22 Dec 2003
Employees create products, interact with customers, and directly affect and are directly affected by major corporate initiatives--there is a small number of best practices that ensures that employees make the most of CRM.
Viewpoints,
Posted 15 Dec 2003
The process of changing a culture is a journey. It takes time, but these steps for effective communications should help you reach your destination sooner.
Viewpoints,
Posted 15 Dec 2003
Unique considerations specific to CRM projects fall into two groups: those things you must do, and those things you must avoid.
Viewpoints,
Posted 08 Dec 2003
Marketing executives need to work closely with internal call centers to use the existing technology for the purpose of effective outbound marketing.
Viewpoints,
Posted 01 Dec 2003
The system has to be simple to use and offer real value to sales representatives and other stakeholders.
Viewpoints,
Posted 01 Dec 2003
How to avoid the five barriers to successful CRM.
Viewpoints,
Posted 24 Nov 2003
If ceding power to the customer is more effective in achieving the company's objective, perhaps CEM should facilitate customer-enabling rights and features.
Viewpoints,
Posted 24 Nov 2003
How to maintain CRM effectiveness in your organization.
Viewpoints,
Posted 17 Nov 2003
Successful CRM programs boast the common denominators of participation from all levels of management and personnel, understanding of current business challenges, detailed examination of infrastructure and information system capabilities, business process review, data availability, and project ownership.
Viewpoints,
Posted 17 Nov 2003
Helping service providers deliver service in three dimensions can take any organization to a new level of customer loyalty.
Viewpoints,
Posted 10 Nov 2003
From the insurance industry's perspective, the integration of different product lines into a single business unit sounds like a prime opportunity to reduce operational costs, grow revenues, and improve profitability.
Viewpoints,
Posted 10 Nov 2003
How to overcome the barriers to implementing an effective sales process.
Viewpoints,
Posted 03 Nov 2003
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