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New Measures of CRM Performance
Not all CRM investments show up directly on the bottom line. Intangibles like loyalty and satisfaction are hard to measure, but important to value.
CRM Goes Mobile
With new technology, businesses are finding they can make their critical business applications available to their mobile workers while they are still with the customer.
Online Self-Help Evolves
No longer limited to FAQs and figures, self-service help sites build customer satisfaction and save you money.
Team Selling Leverages Partnerships
Coordinate selling efforts with your strategic partners to serve your customers better, and you'll both profit.
The Insurance Industry: A New Customer Policy
Hampered by regulation and a reputation for poor service, the insurance industry takes back ownership of its customer channels through new CRM initiatives.
Top 10 Marketing Automation Tips
Its potential is huge, but marketing automation also creates new organizational challenges. Here are some strategies for ensuring your project's success.
Passing of the Guard
As CRM struggles to become a real, grown-up corporate discipline, a new breed of specialists replaces the pioneers.
So, How Are We Doing?
Evaluate the effectiveness of your CRM implementation with North Highland's assessment methodology, SCORE.
Ginger Kernachan Cooper
Spread the News
Send marketing information where it's needed- -promptly and efficiently.
The Next Chapter
Vignette's V/Series opens a new book on building the e-business.
TotalView and TotalNet create cohesive call center management.
Planning the e-Invasion
Just as the Allies worked together to carry out the D-Day invasions, all parts of your organization need to collaborate to achieve a successful eCRM offensive.
The Customer Experience Cycle
By understanding your customers' needs throughout all their interactions with your company, you can build loyal relationships and stand out from your competition.
A Platform to Stand On
New technologies will help make laptop computers obsolete- -and it's about time.
Alan S. Kay
Buying Guaranteed Leads
GoRefer's word-of-mouth referrals are a far cry from cold calling.
Custom or Cliché?
Does Web personalization really work?
Goliaths in the Land of Davids
IBM and Siebel join forces to target the small and midsize market.
At the ICCM Call Center Management Expo, new technologies took center stage.
News In Brief
CRM news from around the industry
Bill Yavorsky is looking toward the future.
Teleperformance Really Likes Sara Lee
Bakery takes home the gold for customer service
Divide & Conquer
Segmenting your customers according to their needs will result in more loyal customers.
Hit the Road with MobileDoc
View and send documents anywhere with Xerox's new handheld; The latest products and services.
A bulletin board of CRM implementations
The Internet is putting the car buyer back in the driver's seat.
Confessions of a Dot Com Cliché
A former dot commie reflects on the hard lessons of the Internet gold rush.
The Digital Transformation of CRM
Overcome Multichannel Customer Service Challenges
Five Actions to Sustain Customer Service Improvement Initiatives
New Year, New Strategies
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
ITIResearch.com - A collection of market research and reports for executive management and business & IT professionals
FREE CRM magazine subscription.
Invest in your career and read CRM magazine every month.
“Engagements”, the Key to Understanding the Customer Journey: What to Measure and Why
Learn how to use the event, transaction and interaction data you already have in your call center systems to gain new insights into the lifetime journey of your customers
5 Charts Every Sales Leader Should Be Looking At – Get the guide!
Social Support with Online Communities
92% of consumers trust each other—14% trust brands. An owned content hub is a must-have for serious social strategy—it’s starts with an online community. Download the whitepaper from Lithium
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