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The key to successfully integrating the enterprise with the contact center is through a two-prong approach: Establish a core customer interaction recording foundation and integrate process improvement and direct revenue-supporting activities.
Emerging software applications like profit optimization are cracking data's code and increasing sales revenue by realizing more profit from flat sales.
A key to analytic CRM is the ability to provide predictive analysis.
A go-to-market strategy should be based on the four major steps in the buying process, and on where the company's strengths lie in fulfilling the needs at each stage.
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.
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