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Articles: Channel Management
Firms have begun to respond to customer demand for quicker replies, strengthening brands and relationships in the process.
Intelligent routing and click-to-connect are some highlights of WebEx's remote service addition to its Support Center product; "[The vendor] understands service," one analyst says.
Too many customer programs focus on cost, which misses the point of CRM, according to an ICCM keynote speaker.
A new survey indicates that despite the steady growth of CRM, customer service is still a weak point that drives consumers to competitors; retail leads the poor-service pack.
Sento makes available CXP, a product that is designed to "execute" the data gathered from Web analytics software.
Contactless payments and line-busting techniques are penetrating busy retail venues, to the delight of shoppers and staff.
The pending release of AOLVideo.com, a comprehensive video library, raises questions of competition and advertising value in the video sharing space.
Talisma and eVergance lead the formation of an industry consortium devoted to improving online and multichannel customer interaction.
A Patricia Seybold Group report argues that companies and customers need to be "codevelopers" to develop successful online community platforms.
The partnership includes joint R&D, sales and marketing, and systems integration efforts, but the joint rollout won't hit the market until 2007.
A recent study by the Winterberry Group predicts a massive upheaval in the advertising agency space, prompting agencies to consolidate and knock down silos.
Industry leaders in online services, computers, and consumer software got that way by having loyal users, according to a trio of reports by Satmetrix.
The bulk of the enhancements focuses on personalized responses, speedier resolution, and strengthened revenue generation capabilities.
More channels and a recovering economy are leading to a free flow of marketing dollars, according to a study.
Its Global Services initiative includes an offering aimed at creating a more exact experience and another focused on consistency across channels.
Personalized service, upkeep, and maintenance are attracting SMBs to purchase their IT software and hardware through vendor partners.
The companies forge the first partnership to make on-demand business software available through a retail chain.
Salesforce introduces Partnerforce, the Salesforce Partner Edition: Integrated CRM and PRM provide visibility that best-of-breeds lack.
Advertising agency execs at the DMA's annual conference speak to the growth and prominence of search marketing as a channel that enables companies to learn while they sell.
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