Articles: Channel Management
Call center outsourcing can provide value to an organization, but not by walking away from responsibility. We examine the people, process, and technology issues managers should consider when making their decision.
Firms can match technology to each of these processes and use specific tools to increase marketing efficiency and effectiveness.
Top organizations seem content with delivering abysmal email response rates to customer inquiries.
What is the primary challenge for your contact center during calls?
What prompted your CRM initiative?
Triangle Brick embarked on a mission to double the size of its business within five years.
According to a new study, although the number of companies using at least some real-time data has increased over the past year, many are learning that not all decisions need real-time data.
The real coalition of the willing, though, tends to comprise the youngest customers.
The use of email as a customer service channel is becoming a fact of life for a growing proportion of U.S. households.
The industry's chronic inability to accurately gauge customer demand for styles and option packages, particularly among domestic mainstream imprints, is leading to frustration.
The summer release of the company's core product touts more than 100 new features.
Customers would prefer a short path to performing their half of the service interaction, rather than navigate the menus of IVR and FAQ.
Independent marketing strategists continue to validate mailings as an important part of a broader customer strategy.
Geolocation has already begun to impact various aspects of marketing and sales, from lead generation to paid search results.
The company's knowledge base has remained essentially static, aside from a few regular promotional events, which means efforts to maintain or update the FAQ can be kept to a minimum.
McCloskey says that over the past nine months FrontRange has taken significant steps to change its corporate perspective regarding GoldMine, deciding to step up research and development.
Marketers do understand the problems they need technology to help solve. Particularly among companies with a B2C component to their business, nearly four in five nominated channel management as a problem. Of those firms seeing channel management challenges, it was their highest-ranked issue.
It just doesn't make sense to let a machine handle the first contact between you and a new customer.
A new survey indicates there are some significant differences in the responses of men and women to bad customer service interactions.
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Companies: Channel Management
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