Articles: Channel Management
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.
Unishippers invested about $6 million in its CRM system.
Methods that will help encourage channel partners to buy in to the benefits of CRM.
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.
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