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To achieve maximum effectiveness executives must maintain a proper balance between internal and external focus.
To understand how good your sales organization is--or in some cases, how bad it is--you must first know what data are crucial to make that evaluation.
A total CRM/SFA solution aimed at sales force--productivity improvement must consider the overall aspects of sales management.
Successful retailers recognize the Web as an important channel--one that complements existing channels, such as brick-and-mortar stores and mail-order catalogs.
The third area where finance has to evolve is creating CRM objectives and metrics that can be translated back into the traditional framework of income, balance, and cash flow statements for financial planning and reporting.
Today, email addresses are often the first piece of information requested following name and mailing address.
Contact center executives now realize that it is not enough just to plug in the system. Management must explain how the agents will benefit from the technology.
A recent KANA study on customer service within the public sector found that more than half of all citizens polled are seeking Web-based interaction with state and federal government agencies.
Content integration can be achieved through a platform that provides a single, bidirectional interface for accessing and working with unstructured content regardless of where it resides across the organization.
Real-time marketing is marketing tailored to a customer's needs by using the most current information about that customer at any point of interaction.
CRM isn't just about sales force automation, customer loyalty, or 360-degree customer views. It's also about the processes that support those ideas.
To maintain this difference managers need to do three things: hire right, engage their employees, and retain the best people.
People accomplish their day-to-day tasks through a configuration of talents.
FAQs reflect the questions that customers ask. And they answer the customers' questions, solve their problems, and enable them to take action--without a follow-up email or phone call.
CRM is not about cost reduction, it's about creating customer loyalty that helps increase profits over time.
Budgeting-forecasting models are key diagnostic tools for management to decipher how changes in policies and decisions impact financial performance.
At a time when layoffs have become a fact of business life how do you build morale in the remaining workforce?
Confidence might seem an ephemeral quality manageable only at the recruiting stage, but technology tools are emerging that can help a sales manager bottle competence and confidence for consumption across an entire staff.
The smart marketer realizes the long-term value of establishing specific goals for any email-marketing program.
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