For companies that have not committed to the siren call of offshore sourcing, advice from those organizations that have tried and thrived can be summarized as, Take time to do it right.
The most important factor to consider when implementing a CRM solution is data--and there are three key elements that need close consideration throughout all aspects of the implementation: pre-import data cleansing, data enhancement, and data integration.
Sales and marketing should be as much science as they are art--driving much of the transition from art to science is a process-improvement methodology that comes to us from the manufacturing world, namely Six Sigma.
Superior service on the Web is about helping customers resolve their service issues immediately.
If mobile CRM is deployed with care the results can be outstanding.
Effective SOM systems allow retailers to access all the information they need to place orders with just a few clicks of the mouse.
The banking industry is pioneering the cultural shift where everyone is a salesperson.
To reach a holistic view of the customer and the various ways customers are using services, providers must tap into a wider variety of data sources than ever before, encompassing marketing, CRM, billing, and data from other applications throughout the enterprise.
Today's complete banking solutions help bank personnel elevate customer service levels while increasing revenues by making targeted offers of additional products and services.
The CEO is the best placed for designing the training to prepare who from within the company shows the most potential for becoming the CCO.
For the pharmaceutical industry effective Customer Relationship. Management begins with effective Customer Information Management
The rapid growth in the e-channel is fueling a need to understand customers' channel preferences and buying patterns to more effectively manage customer relationships.
It's the information within the technology that matters.
Organizations need to develop an analytical framework that enables them to input data specific to a prospect and generate customized analysis.
Integration after the fact is not the answer.
Not using customer service interactions to further relationships with customers is just poor stewardship.
It just doesn't make sense to let a machine handle the first contact between you and a new customer.
Companies must adopt an integrated customer management strategy that makes customer information available and actionable to everyone that needs it, including customer agents.
The reality is that CRM and BPM are complementary--they just represent successive steps in customer-facing technology's evolution.
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