CRM Magazine: March 2003
Magazine Features
Executives on the SuperPowers of CRM panel offer their opinions on where the market is headed and how to get there ahead of the pack.
Are vendors truly enabling businesses to operate in real time? Or is there still a long way to go?
Mid-market CRM vendors are partnering with consultants to get your business. Here are 10 tips to help you select the right consultant for your needs.
Switching CRM vendors is a tough, but often wise, decision.
Front Office
Reality Check
Managers shouldn't expect success if users haven't been sold on CRM.
Business Process Automation: Buzzword or Business Imperative?
In addition to the national Do Not Call registry, telemarketers are facing some heavy scrutiny from state public utility commissions (PUCs) and legislators for dead air and abandoned calls when calling consumers on the phone.
J.B. Hunt improved communications between its drivers and dispatchers, between on-the-road drivers and their families, and between the company itself and its customers.
Seattle-based travel site Expedia.com uses E.piphany E.6 for its analytics capabilities, to orchestrate its email campaigns, and to act as a de facto workflow tool for its call centers.
Secret of My Success
Chuck Baker, vice president, customer loyalty services for UnumProvident Corp., tells how revamping its call center operation has insured customer satisfaction.

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