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Viewpoints

Conquering Outsourcing: How to Achieve Significant Business Benefits

There are many operational, technical, and financial considerations that must be weighed when determining the right approach to an outsourcing relationship. Yet when done correctly, the outsourcing of billing operations can have many positive impacts to your business.

Viewpoints, Posted 25 Nov 2002

Collaborative Demand Forecasting Anticipates Shifts

Any manufacturer that charges into the Internet Age without a collaborative forecasting system does so at great risk. An electronics business that cannot accurately anticipate demand shifts may not survive the rigors of today's just-like-that expectations.

Viewpoints, Posted 18 Nov 2002

The Days of ''If You Build It, They Will Come'' Are Over

Most companies build products they think the customer wants, then sit around nervously hoping customers will come. To survive today, however, companies must make sure they are producing products people want, and in a shorter time frame.

Viewpoints, Posted 04 Nov 2002

Advertising: Losing site of the goal

The critical marketing challenge for a brand remains one of relationship building. As with all other marketing initiatives and expenditures, ad campaigns--and ad agencies--must be held accountable for contributing to building brand relationships.

Viewpoints, Posted 01 Nov 2002

Contact Center Reps Are People, Too

The contact center is the lifeblood of any business and often serves as the initial customer interaction point with a company. There is a strong link between contact center employee satisfaction and customer satisfaction. Learn how to keep your reps happy.

Viewpoints, Posted 28 Oct 2002

Analytical Paradox

The business of customer analytics is to get answers quickly so marketers can leverage newly gleaned information for competitive advantage. Why, then, is it so difficult to get answers to simple questions, let alone the complex ones? Welcome to the Catch-22 of Customer Analytics.

Viewpoints, Posted 21 Oct 2002

New CRM Philosophy

The new face of CRM will be molded by business users and achieved through a separation of data and logic. AMR Senior Analyst of Customer Management Service Kevin Scott says many CRM projects have not worked due to a lack of project direction and governance and in the future people need to approach the market with a new philosophy, attitude toward technology and an integrated measurement system plan.

Viewpoints, Posted 07 Oct 2002

Supply Chain Holy Grail

Since the explosion of e-commerce, supply chain professionals have been theorizing about a Holy Grail. Like the Knights of Arthurian Legends, supply chain software providers have been searching for a mythical system that will seamlessly link the entire supply chain.

Viewpoints, Posted 01 Oct 2002

The Seven Myths

Success will be directly related to the ability to recognize these myths and to focus on the truths of CRM

Viewpoints, Posted 23 Sep 2002

Gold in the SMB Space

The SMB market is substantially undeveloped and to date far less competitive

Viewpoints, Posted 16 Sep 2002

Managing a Global CRM Implementation

The failure of the global CRM promise doesn't mean that CRM software isn't working

Viewpoints, Posted 10 Sep 2002

The End of CRM As We Know It

It's Time To Face The Facts