Articles By Ginger Kernachan Cooper
Buy.com completely revamped their customer service means and methods to help ensure their competitiveness. Here's how they did it, and some additional hints on building your CRM strategy.
Posted 21 Dec 2001
New technologies and practices, including multichannel sales, are helping retailers achieve greater levels of customer satisfaction this holiday season. But they still may have far to go.
Posted 07 Dec 2001
Achieving customer focus is a matter of identifying customer needs--and re-evaluating how you meet those needs.
After several holiday online shopping seasons that could only leave the Grinch smiling, e-tailers are finally getting serious about improving customer service.
The steps to achieving customer focus--and increasing retention and satisfaction rates--are not as difficult as you may think.
Three industry experts--Michael Maoz of Gartner Group, Chris Selland of Yankee Group and Liz Shahnam of META Group--discuss the year that was and the year to come.
Posted 04 Jan 2001
Experts reflect on the year that was and prognosticate about the one to come.
A look at North Highland's assessment methodology, SCORE.And how it can evaluate the effectiveness of your CRM implementation.
Posted 29 Oct 2000
Five research reports that will help you make more intelligent CRM decisions.
Evaluate the effectiveness of your CRM implementation with North Highland's assessment methodology, SCORE.
A look at the brightening prospects for the hosted CRM model.
Posted 31 Aug 2000
Two companies share their experiences in choosing ASPs.
Despite some initial misgivings, pundits are becoming more optimistic about the ASP model for CRM applications.
Q&A with an Oracle customer whose implementation went haywire from the word go.
Posted 12 Jul 2000
Interview with Mustang.com's Chief Customer Officer Lynn Wright on the creation of the CCO position and its impact of the company's customer relationships.
Posted 09 Jul 2000
This company learned the hard way that when it comes to implementing CRM, it's easier to make promises than to keep them.
Business in the virtual world presents both challenges and opportunities to companies seeking to understand and manage relationships throughout the customer lifecycle. Meta Group's four-stage model provides a roadmap for leading-edge companies.
Posted 02 Jun 2000
After early challengers faded, Siebel is the clear leader among CRM software suppliers. Many others are vying for the Number 2 position, but Oracle is emerging as the number-one contender.
Posted 02 Jun 2000
The emerging position of chief customer officer places a new focus on putting the customer first.
Traditional retailers and Web start-ups alike are using CRM tools to keep customers for the long term.
Siebel likes bein number one and Oracle lays clim to the number two spot.
What does CEO Mary Coleman's departure mean for ERP-cum-CRM vendor Baan? Hint: It ain't good news.
Will SFA bolster or bust your career?
There's nothing magical about picking the right systems integrator- but it can be a bit of a juggling act.
Midsize companies are turning to sales automation to help them compete, and that's driving a boom in software designed for the mid tier.