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A new generation of solutions, designed not to fit a specific CRM magic quadrant, but to answer marketers' needs with appropriate solutions, will quickly win over a growing number of marketers.
A commitment to wowing customers is dangerous.
On its most basic level Six Sigma is an approach to eliminating defects through the application of statistical techniques to detect, correct, and improve variability in a process.
The core of an agent's work--resolving problems and answering questions--remains virtually unchanged from the first days of the call center.
Organizations must establish a knowledge culture, wherein a sense of pride is derived from not only delivering excellent person-to-person customer service but realizing the huge value associated with sharing knowledge, keeping knowledge fresh, and empowering customers to serve themselves.
The field technician's face is the only company face most customers will ever see--and when a new service is needed, or an existing one fails, it is the only face they want to see.
There is a significant issue that needs to be addressed for the online channel to be a consistent, relevant element of the corporate bottom line: the customer experience.
It is crucial to view CRM as an integral part of the entire organizational-process pool.
A disciplined, ongoing process is required to deliver quantifiable value in which IT, business and finance staff, and vendors work together to establish business-value metrics during the planning process, and then measure and continually improve them after deployment.
The mobile workforce will continue to spend much of its time updating the corporate system until a truly mobile CRM system is fully developed.
Loyalty doesn't have a bidirectional requirement, but the relationship between customers and a business demands that two-way street.
Failing to allow companies to use this great technology to grow their businesses would be the real crime, and in the end would hamper all our selling efforts.
CRM systems must collect the metrics that ensure accountability.
Competitive differentiation is ultimately about making the difference between whether your product or service is chosen over all the alternatives.
Financial institutions are increasingly using customer management solutions with sophisticated front-office analytics capabilities that allow them to better slice and dice their customer data and use this insight to segment their clientele for better targeted selling opportunities.
The problem with CRM integration today exists because companies forget that CRM is an integral part of their overall business ecosystem. The solution is intragration. For a CRM application to be truly effective it needs more than integration: It needs to be intragrated into the enterprise.
With CRM analytics run as a business activity, the results are actionable within your company's operational framework, and they have the greatest impact within your company's business model.
KM has irrefutable value beyond the contact center.
Organizations must be able to update and access valuable customer data in real time.
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