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For CRM to truly be effective, solutions must be designed and customized to fit with the unique business processes of each organization.
Viewpoints,
Posted 14 Jul 2003
To achieve maximum effectiveness executives must maintain a proper balance between internal and external focus.
Viewpoints,
Posted 07 Jul 2003
To understand how good your sales organization is--or in some cases, how bad it is--you must first know what data are crucial to make that evaluation.
Viewpoints,
Posted 07 Jul 2003
A total CRM/SFA solution aimed at sales force--productivity improvement must consider the overall aspects of sales management.
Viewpoints,
Posted 14 Jul 2003
Successful retailers recognize the Web as an important channel--one that complements existing channels, such as brick-and-mortar stores and mail-order catalogs.
Viewpoints,
Posted 30 Jun 2003
The third area where finance has to evolve is creating CRM objectives and metrics that can be translated back into the traditional framework of income, balance, and cash flow statements for financial planning and reporting.
Viewpoints,
Posted 30 Jun 2003
Today, email addresses are often the first piece of information requested following name and mailing address.
Viewpoints,
Posted 23 Jun 2003
Contact center executives now realize that it is not enough just to plug in the system. Management must explain how the agents will benefit from the technology.
Viewpoints,
Posted 23 Jun 2003
A recent KANA study on customer service within the public sector found that more than half of all citizens polled are seeking Web-based interaction with state and federal government agencies.
Viewpoints,
Posted 16 Jun 2003
Content integration can be achieved through a platform that provides a single, bidirectional interface for accessing and working with unstructured content regardless of where it resides across the organization.
Viewpoints,
Posted 16 Jun 2003
Real-time marketing is marketing tailored to a customer's needs by using the most current information about that customer at any point of interaction.
Viewpoints,
Posted 09 Jun 2003
CRM isn't just about sales force automation, customer loyalty, or 360-degree customer views. It's also about the processes that support those ideas.
Viewpoints,
Posted 09 Jun 2003
To maintain this difference managers need to do three things: hire right, engage their employees, and retain the best people.
Viewpoints,
Posted 02 Jun 2003
People accomplish their day-to-day tasks through a configuration of talents.
Viewpoints,
Posted 02 Jun 2003
FAQs reflect the questions that customers ask. And they answer the customers' questions, solve their problems, and enable them to take action--without a follow-up email or phone call.
Viewpoints,
Posted 26 May 2003
CRM is not about cost reduction, it's about creating customer loyalty that helps increase profits over time.
Viewpoints,
Posted 26 May 2003
Budgeting-forecasting models are key diagnostic tools for management to decipher how changes in policies and decisions impact financial performance.
Viewpoints,
Posted 19 May 2003
At a time when layoffs have become a fact of business life how do you build morale in the remaining workforce?
Viewpoints,
Posted 19 May 2003
Confidence might seem an ephemeral quality manageable only at the recruiting stage, but technology tools are emerging that can help a sales manager bottle competence and confidence for consumption across an entire staff.
Viewpoints,
Posted 19 May 2003
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