CRM Magazine: June 2000
Magazine Features
The electronic banking trend offers many conveniences, but also presents customer satisfaction and retention challenges. As banks are getting more wired, the call center is becoming a crucial component for banking industry success.
To maintain customer loyalty in an impersonal age, banks are turning to CRM technology
a web-based health and wellness e-tailer recognizes that great customer service is part of the prescription for success.
Airlines can focus on revenue-generating interactions by using speech-recognition technology to handle nonpurchase questions.
Outsourcing call center services can save you money and meet quickly expanding needs--but you need to be sure that outsourced processes are aligned with organizational priorities.
Evaluate and improve the effectiveness of your sales force training.
Lockheed Martin's help desk takes control of customer relationships.
New lighter, faster, technology makes it easier than ever to take your presentation show on the road.
Reality Check
The emerging position of chief customer officer places a new focus on putting the customer first.
MediaOne sales reps and service agents use E.piphany solution to offer products and services to callers.

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