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Articles: Channel Management
The company uses Coremetrics to determine which online marketing initiatives are bringing in ROI, and which are not showing results.
A new report highlights the unique role telecommuting agents play in the rapidly changing call center workforce.
Most companies have yet to centralize how they own the customer experience.
Smaller companies are finally providing a long-expected boost in CRM adoption rates, but curbing overall IT-spending growth.
There's job satisfaction in solving customer problems.
Latin American companies add flavor to their services.
Scouts Canada integrated its nationwide membership by unifying data.
To maximize results, personalized portals must closely align with CRM.
The new 11i.10 release is designed to give companies a more holistic view of customers.
Critical for success is a balanced solution that meets the needs of both an organization and its customers.
The utility company uses e-billing to shift customers from the phone to the Web--and has upped customer satisfaction in the process.
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
CRM strategists often speak of improving company performance by boosting revenue on a per-customer basis. CRM magazine cuts through the hype to examine what individual customer profitability can--and cannot--do for your business.
Active Decisions is offering Consumer Reports product information online and at retail locations to help customers make the best purchasing decisions.
The BBC bolsters its use of Web analytics; Salesforce.com announces new customer wins; EDS Israel opts for CosmoCom; and more.
Holiday consumers continue to prefer offline purchasing.
The dealership moves from a PC-based CRM application to a Web-based solution to support its growth strategy.
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