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Articles: Channel Management
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
A recent study shows that contact centers in all industries have similar goals and needs; teleservices is beating the pack in terms of low call abandonment.
This form of mobile marketing can be effective when customers can opt in and messages are relevant; avoid slamming the customer with too many alerts to avoid consumer frustration.
Consona releases new versions of its acquired CRM and knowledge management properties, and adds some marketing automation from Norway.
Although overall customer satisfaction is high, several companies are lagging; the airline industry is among the sectors continuing to struggle.
The company's annual partner and customer convention kicks off with talk of the future, growing from recently announced structural shifts.
Business & Decision Group announces plans to acquire Inforte at a 33 percent price premium, spelling big wins for Inforte shareholders and a broader U.S. presence for Business & Decision.
About one-fifth of consumers now seek third-party advice first for service problems, according to a new report from Jupiter, which helps uncover how this new consumer behavior can best be served.
At the Unica Corporation's annual user conference, the vendor maps out new ways to for its customers to cope with growing consumer power.
The company has beefed up its SaaS functionality by making available hosted automated outbound notification services and all of its contact center applications.
The company's latest version of its CIM suite highlights functionality surrounding email management, collaboration, reporting, and the agent desktop.
Business Problem: A company must design and manage a visually appealing interactive storefront for its Web site.
A new application lets financial institutions develop brand loyalty even when chasing late payments.
The Web remains an unexplored frontier for many small businesses, but realized value for small companies may soon drive a surge of online colonization, according to a report.
As CMOs continue to struggle with job security, a new study from the CMO Council and MarketBridge reveals that stability may be attained through measurement and definition.
Understanding the individuality of how consumers approach social networking is crucial for marketers trying to take the Web 2.0 plunge, according to a new report.
A new study finds that company response to service emails are in a downward spiral; can best practices reverse the slump?
Oracle and SAP are the big kahunas in the Forrester Wave for partner management, but there are numerous others to choose from among on-demand and specialty vendors.
The company releases Spring 2007, featuring Web 2.0 multichannel measurement, an upgrade that according to one analyst is fashionable for Web-analytics vendors.
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