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The critical marketing challenge for a brand remains one of relationship building. As with all other marketing initiatives and expenditures, ad campaigns--and ad agencies--must be held accountable for contributing to building brand relationships.
Viewpoints,
Posted 01 Nov 2002
The contact center is the lifeblood of any business and often serves as the initial customer interaction point with a company. There is a strong link between contact center employee satisfaction and customer satisfaction. Learn how to keep your reps happy.
Viewpoints,
Posted 28 Oct 2002
The business of customer analytics is to get answers quickly so marketers can leverage newly gleaned information for competitive advantage. Why, then, is it so difficult to get answers to simple questions, let alone the complex ones? Welcome to the Catch-22 of Customer Analytics.
Viewpoints,
Posted 21 Oct 2002
The new face of CRM will be molded by business users and achieved through a separation of data and logic. AMR Senior Analyst of Customer Management Service Kevin Scott says many CRM projects have not worked due to a lack of project direction and governance and in the future people need to approach the market with a new philosophy, attitude toward technology and an integrated measurement system plan.
Viewpoints,
Posted 07 Oct 2002
Since the explosion of e-commerce, supply chain professionals have been theorizing about a Holy Grail. Like the Knights of Arthurian Legends, supply chain software providers have been searching for a mythical system that will seamlessly link the entire supply chain.
Viewpoints,
Posted 01 Oct 2002
Success will be directly related to the ability to recognize these myths and to focus on the truths of CRM
Viewpoints,
Posted 23 Sep 2002
The SMB market is substantially undeveloped and to date far less competitive
Viewpoints,
Posted 16 Sep 2002
The failure of the global CRM promise doesn't mean that CRM software isn't working
Viewpoints,
Posted 10 Sep 2002
It's Time To Face The Facts
Viewpoints,
Posted 01 Sep 2002
Driving Customer Loyalty in the New Economy
Viewpoints,
Posted 19 Aug 2002
Enhancing the Brand Experience
Viewpoints,
Posted 12 Aug 2002
The role of personal communication in client retention
Viewpoints,
Posted 05 Aug 2002
Does classroom education for CRM still make sense?
Viewpoints,
Posted 01 Aug 2002
Critical success factors for an effective CRM
Viewpoints,
Posted 22 Jul 2002
Internet-based synchronization technology turns the promise of Mobile CRM into a reality
Viewpoints,
Posted 15 Jul 2002
The Key to Extending the Value of PRM
Viewpoints,
Posted 08 Jul 2002
Many sales executives boast about their managerial excellence, citing low turnover as proof. Sure, a high employee-retention rate can be evidence of a manager's ability to foster a great and productive workplace. But those turnover numbers also might suggest the opposite-a culture of entitlement, one that fails to challenge employees, or one that simply does not demand excellence.
Viewpoints,
Posted 01 Jul 2002
Selling complex products is as involved as the back-end supply chain process. But selling has not yet evolved into an optimized business process like supply chain, organizing all the parts to reduce costs and create greater customer value. Like back end inventory and logistics systems a decade ago, selling is typically a compilation of discrete activities and supporting technologies, beginning with receiving a sales lead and ending with placing an order.
Viewpoints,
Posted 17 Jun 2002
With the rise of the Internet as a selling tool in the late 1990s, many traditional retail channels were branded as "dinosaurs" and were thought to be facing certain extinction. While the effect of the Internet was exaggerated substantially, most of its impact is here to stay. A closer look at the automotive retailing industry provides valuable insights that can be applied across many industries.
Viewpoints,
Posted 10 Jun 2002
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