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VoiceXML has moved from being a platform decision to a core part of a strategic direction. But that is only the right direction if you take advantage of the things that VoiceXML has to offer.
Mining data to develop insightful and actionable results effecting the bottom line in terms of improved efficiency and increased profitability requires a mix of statistical, programming, database, and business-process skill.
Creating solutions to critical business problems like sales opportunity management that are easier to use is critical for the tools to be accepted and for the industry to grow.
Last year will be looked on as the year of renewal for the CRM industry; new technologies around the real-time enterprise (RTE) come into the picture in 2004.
These days the guiding principle is, let the customer choose.
A customer P&L sheet allows companies to determine the appropriate level of service, as well as pricing, discounts, and distribution.
Far too many CRM providers fail to understand what their customers want, a very odd thing for companies selling closer customer contact.
The sales process must align a go-to-market strategy with the buyer's identified behaviors.
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.
That's because good plans don't come from looking at the most information, but from looking at the right information.
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.
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.
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.
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.
Unique considerations specific to CRM projects fall into two groups: those things you must do, and those things you must avoid.
Marketing executives need to work closely with internal call centers to use the existing technology for the purpose of effective outbound marketing.
The system has to be simple to use and offer real value to sales representatives and other stakeholders.
How to avoid the five barriers to successful CRM.
If ceding power to the customer is more effective in achieving the company's objective, perhaps CEM should facilitate customer-enabling rights and features.
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