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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.
How to maintain CRM effectiveness in your organization.
Successful CRM programs boast the common denominators of participation from all levels of management and personnel, understanding of current business challenges, detailed examination of infrastructure and information system capabilities, business process review, data availability, and project ownership.
Helping service providers deliver service in three dimensions can take any organization to a new level of customer loyalty.
From the insurance industry's perspective, the integration of different product lines into a single business unit sounds like a prime opportunity to reduce operational costs, grow revenues, and improve profitability.
How to overcome the barriers to implementing an effective sales process.
Organizations today are now looking for and applying approaches that help guarantee the success of their CRM initiatives. One approach that organizations are turning to for maximizing CRM performance and ROI is the balanced scorecard.
We are still seeing plenty of program misstarts, and a number of outright failures. --Bernie Goldberg, founder of Direct Marketing Publishers
The process of implementing a CRM program often goes wrong because of hurried projects that are implemented simply for technology sake with unrealistic project timelines and poorly documented goals.
As a business progresses, effective and systematic sales management becomes increasingly crucial.
Organizations seeking to provide a universal view of customer information must deploy knowledge-powered central databases that can store and automatically present all important and relevant data for a customer.
If competencies really worked, we should see numerous examples of increased productivity and profitability as any given sales force becomes more and more competent.
Organizations making the most of email marketing rarely, if ever, think only in terms of one email.
Chances are good that a customer will never reach a live agent during any given transaction, so companies should be more concerned with their IVR and voice application performance.
Deliverer service consistency and value-based service, and streamline customer service processes, among other actions.
The best risk mitigation for a prospect is a satisfied customer.
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