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| Viewpoints |
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Chances are good that a customer will never reach a live agent during any given transaction, so companies should be more concerned with their IVR and voice application performance.
Viewpoints,
Posted 29 Sep 2003
Deliverer service consistency and value-based service, and streamline customer service processes, among other actions.
Viewpoints,
Posted 22 Sep 2003
The best risk mitigation for a prospect is a satisfied customer.
Viewpoints,
Posted 22 Sep 2003
Small and medium-size businesses require an approach to CRM that minimizes risk and cost, and increases return on investment.
Viewpoints,
Posted 15 Sep 2003
CRM suites have broadened significantly from their roots, but companies are finding that the automation and successful execution of a company's revenue strategy clearly requires a different focus.
Viewpoints,
Posted 15 Sep 2003
There are five must-haves: functionality that provides for integration with back-office applications; advanced scheduling capabilities; spare-parts integration; connectivity for a wide range of mobile and wireless devices; a comprehensive customer data model that provides a single view of customer.
Viewpoints,
Posted 08 Sep 2003
To encourage their customers to be evangelists, companies must first build customer loyalty.
Viewpoints,
Posted 08 Sep 2003
Companies win customer share by investing in customer development and customer management strategies.
Viewpoints,
Posted 01 Sep 2003
Emerging technologies are providing a collaborative framework capable of building a virtual sales office integrating many CRM capabilities with active collaboration tools.
Viewpoints,
Posted 25 Aug 2003
If no one is willing to use it, the best system in the world is worthless. Avoiding this fate is the real key to success in implementing a CRM or PRM application.
Viewpoints,
Posted 18 Aug 2003
Change decisions come about when business plans and objectives meet the reality of a continuously changing market; service provider decisions are choices among alternative providers that will help make the change.
Viewpoints,
Posted 18 Aug 2003
Industry estimates show that 3.5 to 4 percent of all wireless subscribers switch carriers each month, a significantly higher number than found in similar industries like Internet or cable services.
Viewpoints,
Posted 11 Aug 2003
Marketing professionals justify their value in contributing to an organization's financial success by setting goals and managing expectations; by developing and executing results-oriented campaigns; and by measuring and quantifying results, among other key actions.
Viewpoints,
Posted 11 Aug 2003
The true cost of email marketing is the opportunity squandered as your loyal customers unsubscribe.
Viewpoints,
Posted 04 Aug 2003
A direct route to adoption is to address issues that are causing pain in the sales and marketing arena.
Viewpoints,
Posted 04 Aug 2003
CRM requires a full integration of all pre- and postsales services systems operating from a common database, using a variety of voice, data, and image communication links (wireless, Internet, etc.).
Viewpoints,
Posted 28 Jul 2003
Assessing agents' writing skills means more than testing their keyboarding and spelling ability; it means finding out whether they have strong big- and small-picture writing skills.
Viewpoints,
Posted 28 Jul 2003
Through KM support organizations can answer questions and resolve problems using, reusing, and adding to, information that exists all over the company, which in turn improves the bottom line.
Viewpoints,
Posted 21 Jul 2003
Here are 12 lessons that have been learned from the history of CRM implementations that companies must heed to ensure that they build effective CRM capabilities.
Viewpoints,
Posted 21 Jul 2003
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