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Articles: Channel Management
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.
The key to recent redesigns lies in uniting bricks and clicks.
Company President Kris Calef talks about variety, value, and growth.
The cable television and telecommunications service company uses quality monitoring and evaluation tools to improve service and sales.
Begin to better manage the pipeline by using metrics on a consistent basis.
Distributed merchandising networks are changing the way companies build customer relationships.
Creating true ties with partners helps to optimize sales results.
A new Aberdeen Group survey shows that organizations are slow to adopt channel price-management strategies.
The grocery service is using CRM to manage growth and harvest revenues.
The CRM analyst firm lays out strategies for improving bottom-line results with CRM.
Proactive care lessens contact center burdens and increases customer loyalty.
The key to mass production of customer and prospect relationships is data velocity and data consolidation.
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