Biographical Information
Eric Krell

Articles By Eric Krell
Between May 2004 and June 2005 CRM magazine checked in every two to three weeks with Churchill Downs Inc. to gauge the progress of the company's multiyear, multimillion CRM initiative. Vice President of CRM and Technology Solutions Atique Shah's CRM initiative diary shed light on the ups and downs that he and his team encountered during a hectic, and ultimately winning, year one. In the course of these discussions Shah regularly mentioned CRM's warning bells, some of which sounded, some of which remained blessedly silent. We return to the site of the Kentucky Derby's parent company to examine the seven warning bells and to flesh out year-one lessons that will help other CRM project managers improve their odds of success.
Posted 01 Sep 2005 [September 2005 Issue]
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
Posted 21 Jan 2005 [February 2005 Issue]
Think the only impressions your company makes are through branding, sales calls, and customer service? Think again. Mishandling interactions like reference management and billing can cause customer defection as quickly as a poor contact center experience
Posted 01 Jan 2005 [January 2005 Issue]
Six companies that set out to get measurable results, then met or surpassed their expectations.
Posted 01 Sep 2004 [September 2004 Issue]
Here are the five strategies of five companies that have turbocharged their CRM initiatives.
Posted 01 Jun 2004 [June 2004 Issue]
Great Teams Think Alike
Posted 01 Jun 2003 [June 2003 Issue]
Posted 01 Apr 2003 [April 2003 Issue]
Before quantifying call center metrics, companies must examine the effect customer service levels have on satisfaction.
Posted 02 Feb 2003 [February 2003 Issue]
Posted 02 Jan 2003 [January 2003 Issue]
Golf USA uses portals to build relationships with and sales for franchisees.
Posted 16 Dec 2002 [December 2002 Issue]
Universities and grade schools are increasing adopting CRM to communicate with their constituents, and to attract and retain better students.
Posted 13 Dec 2002 [December 2002 Issue]
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