The pressure to move significant amounts of support to the Internet is coming from all sides: business managers wanting to cut costs and customers desiring to get immediate help and the satisfaction of solving problems themselves.
Pricing is an enormously complex issue that incorporates costs, competitors, and customers. It must also accommodate profitability goals, product lifecycles, and operational capabilities, all affected by the wild card of psychology.
Surveying has been never more crucial than it is today.
Industry observers expect portability to increase churn in 2004 as carriers iron out technical glitches and more consumers come off contract, enabling switching without financial penalty.
B2B CRM must be extended to address the needs and wants of extended selling teams, their customers, and their prospects.
Understanding that not all your employees can be expert linguists, name-recognition technology solves the difficult task of deconstructing names to gather detailed information about a name's origins, its culture, and the meanings of terms in the names.
There's been a sharp growth in the volume of information available to help make informed purchasing decisions--it's considerably more than anyone can possibly filter for a "correct" decision.
It is important to recognize that a knowledge base can help achieve multiple corporate goals.
Customer-based measurements enable business leaders to not only understand the satisfaction and loyalty levels of key customer groups, but also help build programs and initiatives that foster stronger relationships with high-value customers.
Your salespeople can create consistent, winning proposals in minutes by using proposal automation software.
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.
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