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| Articles: Channel Management |
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Online consumers have become more educated and sophisticated over the past year.
CRM Featured Articles,
Posted 25 Aug 2004
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.
CRM Featured Articles,
Posted 23 Aug 2004
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.
CRM Featured Articles,
Posted 23 Aug 2004
The newly rechristened application is the ASP's first step as it moves forward with broad plans to expand into smaller markets.
CRM Featured Articles,
Posted 18 Aug 2004
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.
Viewpoints,
Posted 16 Aug 2004
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.
CRM Featured Articles,
Posted 11 Aug 2004
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.
Viewpoints,
Posted 09 Aug 2004
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.
CRM Featured Articles,
Posted 09 Aug 2004
Unishippers invested about $6 million in its CRM system.
Case Studies,
Posted 02 Aug 2004
Methods that will help encourage channel partners to buy in to the benefits of CRM.
Magazine Features,
Posted 02 Aug 2004
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.
Magazine Features,
Posted 02 Aug 2004
Top organizations seem content with delivering abysmal email response rates to customer inquiries.
CRM Featured Articles,
Posted 02 Aug 2004
What is the primary challenge for your contact center during calls?
Insight,
Posted 02 Aug 2004
What prompted your CRM initiative?
Insight,
Posted 02 Aug 2004
Triangle Brick embarked on a mission to double the size of its business within five years.
Case Studies,
Posted 02 Aug 2004
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.
CRM Featured Articles,
Posted 30 Jul 2004
The real coalition of the willing, though, tends to comprise the youngest customers.
CRM Featured Articles,
Posted 28 Jul 2004
The use of email as a customer service channel is becoming a fact of life for a growing proportion of U.S. households.
CRM Featured Articles,
Posted 27 Jul 2004
The industry's chronic inability to accurately gauge customer demand for styles and option packages, particularly among domestic mainstream imprints, is leading to frustration.
CRM Featured Articles,
Posted 26 Jul 2004
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