Articles: Technology
Perhaps Michael Fields's most intriguing decision was to bring outsourced engineers back in-house.
Shifting the burden back where it belongs.
Business Problem: Customer data is scattered throughout legacy systems, preventing a company from fully leveraging it.
The affluent are not the only ones craving premium experiences.
The company shipped its real-time performance management tool, which, according to the company, will help monitor and improve the productivity of individuals and departments.
An outstanding online experience will keep customers coming back again and again.
The conference covers info about online business strategies and previews of new e-marketing, sales, and customer service offerings.
The contact center industry was hot in 2005, as providers of customer service and support technologies and services strengthened their commitment to delivering first-class service. Many of the industry's players made their presence felt with forward-thinking mergers and acquisitions, while others upped the ante by growing from within and extending strategic alliances. We honor the industry's top-three leaders and one company to watch in the following categories: computer telephony integration, interactive voice response, Web-support services (formerly the Web self-service category), workforce optimization (formerly the workforce management and optimization category), quality monitoring, agent-facing universal desktop, and outsourcing services. The results are based on a weighted formula that includes analyst assessments for customer satisfaction, depth of functionality, and company direction, as well as fiscal health over the course of 2005.
A more manageable, single-security standard is expected this year, as current measures are deemed too cumbersome for most users.
Information security is a predominant concern in companies looking for outsourcing vendors, according to a recent report.
The technology space is poised for substantial upsurge, but vendors must make the upgrade process as simple and trouble-free as possible.
The on-demand worthy delivers its first-ever vertical product, based on its own internal processes and targeted at software developers.
Business Problem: A company has little insight into timely customer or employee feedback.
Backing up data today helps ensure recovery tomorrow.
The next step in CRM is to incorporate customer feedback.
Professional services firms' adoption of CRM has been low; analytics functionality and the hosted model may help raise it.
Good relationships, over time, generate more value for customers and, as a result, more revenue for businesses.
The RIA refreshes an on-demand dashboard only with figures that have changed.
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