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Articles: Channel Management
The number one reason companies are letting go of CRM is to gain access to people and expertise.
The venue to reinforce the brand day in and day out is the contact center.
It's almost impossible to satisfy the customer without internal agreement on brand experience and how to deliver it.
The fashion forward boutique gains a unified view of its luxury-item customers by improving order management and sales.
The multichannel CRM solutions provider capitalizes on strong history and subject matter expertise to delve into the customer interaction management space.
Customers are choosing aggregator sites for their wide-ranging offerings and convenience.
IAC is betting that Web self-service technology, specifically natural-language capabilities, will continue to mature.
At some point you must decide who runs your sales organization and how it will be run.
Top businesses use some of these nine strategies to increase customer loyalty.
Address these key issues and implement right-time marketing.
Month 9: Recognition programs offset the tedium of data integration work.
How to improve customer satisfaction without relying on software, servers, and screen pops.
Many companies remain indecisive about consolidating all service channels under a single umbrella of authority.
Customer relationship management fits all shapes and sizes. The following case studies present the details of four organizations' CRM approaches.
Drive out costs, focus on core business strategies, and increase sales and margins by outsourcing to a third-party provider.
It's still about the people and the processes that drive the technology.
We went into the market to talk with CRM users about their main challenges, and then went back to industry experts for solutions. Here's what we found.
Well-targeted mail campaigns are increasing in-store traffic.
Email is becoming an integral part of CRM solutions, collaboration suites, knowledge management solutions, and BI applications, forcing generic-email system vendors to develop flexible solutions.
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