Articles By Daniel Costello
Even as CRM solution sales fail to meet expectations, the country is establishing a strong broadband infrastructure.
India's high population of English speakers and low land, personnel and resource costs are just some of the advantages that are causing many companies to establish their call centers on the subcontinent.
Posted 12 Dec 2001
Web traffic data is starting to be integrated with call center systems to create a multichannel perspective of the customer. As these pieces fuse to a common interface, it allows unprecedented insight into real customer needs, interests and preferences.
Posted 26 Nov 2001
Cyberrep employs Palm handhelds to improve quality monitoring.
Forrester study shows that CPG marketers don't provide enough promotions, recipes and samples on the Web.
International CRM News
Japan's Seven-Eleven stores up sales with tanpin kanri.
Web analytics extend the call center
Two packaged goods companies turn to CRM to attract and retain customers.
Posted 10 Jul 2001
The consumer packaged goods industry turns to CRM to attract and retain customers.
ABSTRACT: In 1999, Alaska-based beverage distributor Odom launched an SFA project that put order entry, route information, store inventory tracking and survey capabilities in the hands of the company's direct salespeople by equipping the entire sales force with Fujitsu mobile terminals and Thinque's Sales Portfolio (SP) software.
Posted 14 May 2001
Late in 2000, Transora released positive results from two pilot procurement auctions. The pilots were held to test the infrastructure of the marketplace and to prove the theory that not only do auctions bring value, but also that Transora could support multiple auction platforms.
Posted 14 May 2001
Planet U, based in San Francisco, Calif., offers an effective, online alternative to the wasteful couponing programs traditional mass media offer CPG manufacturers. By using the Web to better target and present coupons to consumers, Planet U can help deliver brick-and-mortar store purchases at a fraction of print promotion costs.
Posted 14 May 2001
Packaged goods giants listen for the ka-ching in CRM.
Johnson & Johnson binds its field forces.
It has never been easier to conduct online surveys. With just a credit card, companies such as Zoomerang from MarketTools and QuickTake from SanFrancisco-based Greenfield Online, allow anyone to conduct thorough customer surveys reviewing information such as customer satisfaction, brand awareness and market potential.
Posted 17 Apr 2001
Marketers employ a long-underutilized touchpoint, the invoice, to communicate with customers and build better relationships.
Posted 02 Mar 2001
New web-based technologies give companies speedy ways of understanding their customers' buying habits.
Computer monitor manufacturer ViewSonic tested its Allegis partner relationship management (PRM) solution thoroughly before implementation to make sure it was prepared to handle the 7,000 channel partners the company relies on.
Posted 09 Feb 2001
Marketers employ a long-underutilized touchpoint to build customer relationships.
Web-based product development applications increase speed to market and keep customers, marketers and product developers in sync.
Predicting and accommodating fluctuations in those ringy-dingies continues to challenge call center managers.
An examination of four products that help round out the new sales manager's toolkit.
Posted 16 Oct 2000
Not all CRM investments show up directly on the bottom line. Intangibles like loyalty and satisfaction are hard to measure, but important to value.
Verticals Hold the Keys to Effective CRM
Cutting-edge sales management support tools help carve out greater sales success.
Two case studies that illustrate how to harness the Internet as a sales channel.
Posted 03 Jun 2000
Traditional companies are finding that the Web offers new ways to cement customer relationships.
Lucent Technologies' presentation solution helps its customers make their sales.
Kraft Foods' automated solutions offer intelligence on the quick.
One sales automation vendor's experience on the world stage provides insight into the dynamics of the global market for CRM.
Although the transition of the traditional call center to an interactive center is still very much in its infancy, few disagree that companies will eventually be forced to make the leap, if only to keep up with their competitors.