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Articles: Channel Management
The report maintains that this year, participating IT services providers expect to sell 26 percent of their services via other IT services providers.
Skechers cut its email queries in half, to 4,500 each month, and can capture more customer information for marketing purposes--all now done with one tenth the old staff size.
META analysts' various sources for generating vendor ratings include vendor surveys, customer references, META research data, and the analysts' collective experience in covering the ChRM market.
PRM should be about helping make sales, not simply tracking them.
Gartner consultant Ed Thompson offered eight building blocks for successful CRM projects.
While the performance optimization market is still relatively new, the melding of workflow automation, training, workforce management, and workforce optimization solutions is starting to provide a soup-to-nuts means of identifying and improving agent performance levels.
Saab Cars USA rolled out its enterprisewide CRM solution and strategy, dubbed TouchPoint, beginning in January 2002. Saab is using TouchPoint to improve customer service efforts, as well as to support customers and dealers. The initiative focuses on the customer interaction center, marketing, lead management, and data quality.
March 18, 2003. Just another day. Or was it? To those in the CRM industry it was one more opportunity to improve customer service, streamline CRM processes, and build revenue. CRM magazine hit the road that day and shadowed people throughout the United States who are immersed in CRM: executives at four customer companies, including sales, marketing, contact center, and IT folks; two analysts; the CTO and a sales manager of an integration firm; and a key account salesperson for an enterprise CRM vendor. The goal was to uncover the role CRM plays in their jobs and for their companies on a typical day. What we found was anything but ordinary. Following is our inside look at a day in the life of CRM.
CRM is turning call centers into profit centers.
Follow these 10 steps and you'll have information that really means something, rather than just have a lot of data that confuses more than it informs.
Switching CRM vendors is a tough, but often wise, decision.
Business Process Automation: Buzzword or Business Imperative?
CRM is making it as easy for international companies to share information among offices scattered across the globe as it is for them to share it with coworkers down the hall. The secret to mastering this in your company is to follow these 10 essential guidelines.
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