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Articles: Channel Management
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.
Without taking these four key steps, companies could be working from skewed data, results could be incorrect, and there is the potential for severe business consequences.
After years of running into roadblocks trying to ensure that its own service representatives could communicate effectively with one another while in the field, Pitney Bowes needed a new strategy.
The newly rechristened application is the ASP's first step as it moves forward with broad plans to expand into smaller markets.
Organizations simply cannot make solid decisions based on the 15 to 20 percent of collective knowledge that is housed in CRM systems, nor can they ignore the content of customer emails stored in its CRM systems.
Predefined business rules make it possible for the technology to personalize everything from email messages to requests to offline bankers without heavy intervention from the IT team.
Proactive companies know the importance of the last mile of CRM and have turned to automated customer communications solutions to drive down costs, increase revenue and improve loyalty.
In a six-nation survey of nearly 6,000 individuals, Americans gave their highest level of satisfaction to postal services, banks, and utility companies--none of which earned the approval of even half the survey base.
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