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Articles: Channel Management
As a result of the relocation of more than 3,000 call centers from the United States by 2008,130,000 agent positions will be eliminated, according to Datamonitor.
According to a recent report from the Aberdeen Group based on a survey conducted in conjunction with CRMmagazine, a few companies have mastered this management.
Those responsible for business growth may be putting themselves at a disadvantage by not applying this same attention and care to relationships with prospects--before they become customers.
Five easy steps that any company can take to design and execute an effective customer satisfaction survey program.
The company must respond to the constant evolution of hunting seasons throughout the year--and present the appropriate information to its various customers in respect to the season.
Managers are always searching for ways to spur productivity that will balance the needs of the customers, the agents, and the company.
The biggest news is the acquisition of eAssist.
Brand building was ranked highest among marketing priorities, despite the strong positioning efforts many vendors employed during the tech boom; the brand-building efforts may reflect both fresh faces and survivors looking to establish new markets.
Every partner has its own way of doing business; processes between partner and vendor are rarely aligned.
The concept of having customers help themselves is actually a rather old idea--the difference today is that the channels for reaching customers, from voice response systems to kiosks and the Web, have evolved.
Online retailers are reaching a crossroads in terms of gauging customer satisfaction, according to a recent study.
Conventional wisdom regarding multichannel customers has been off target.
The faster you deliver relevant information, the more competitive your offering will be.
What does it take to be successful in a CRM initiative?
Supply chain management does impact customer satisfaction as it relates to product delivery dates and product quality.
Leveraging the power of personalization and dynamic data, Web self-service can handle surprisingly complex tasks designed to improve the customer experience.
Two unfortunate situations have captured center stage at the end of summer 2004.
Online consumers have become more educated and sophisticated over the past year.
Companies attempt to evaluate the effectiveness of their CRM programs based on benchmark data, but these evaluation methods tend to ignore the customer's opinion.
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