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The low-cost channel isn't always the right channel for customer service.
Camera phones will be the next contact center productivity tool.
Look past the buzzwords for a truly rich application.
How to ensure that analytical CRM solutions don't fall short in achieving effectiveness.
For high-performance businesses, creating a marketing capability that drives real business performance requires an effort that is complex, pervasive and sustained. An excerpt from Outlook, an Accenture publication.
Transforming customer information into actionable insight.
Companies must combine project management with CRM to extend and deepen client relationships.
Three practical approaches for aligning sales processes with CRM.
The top 5 questions an organization must ask prior to implementing CRM.
If cost savings is not the primary driver, offshore outsourcing may be an option.
Coaching employees does not mean constantly critiquing them.
As Voice over IP gains traction organizations can prepare themselves to reap the rewards it promises.
5 steps for delivering high-quality information that supports the entire organization.
Standardized business processes help ensure successful change management when rolling out enterprise software initiatives.
More information means more informed customer decisions.
Eliminate surprises, identify opportunities, and maximize operational effectiveness by having the right data at the right time.
Is the CRM software you're considering a good technical match?
To maximize results, personalized portals must closely align with CRM.
It's easy to calculate the direct cost of losing a customer due to a negative interaction with a company, but the hidden costs of that customer sharing his experience with his immediate social network is often ignored.
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