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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.
Salesforce.com Announces Salesforce Inbox Calendar
Analytics Give Companies Important Competitive Advantages
Drive High-Velocity Selling Through Salesforce
YourMembership Releases SocialLink
Other Sites from
Database Trends and Applications
Faulkner Information Services
Smart Customer Service
Streaming Media Producer
Delivering Certainty Through In-Depth Analysis of Enterprise Technology, IT, Marketing & Media Trends
Coming August 30th: "Extreme Call Deflection: Utilizing your Digital Arsenal"
While the phone still remains the most popular safety net for customer service, it's not the consumer's first choice. Today, 64% of consumers begin their journeys online, and over 70% will seek live agent assistance if they can't get what they need done on the website. Register for this free webinar and you will learn how to deal with extreme call deflection.
Coming September 7th: "Outperform Through Analytics: Understand Your Business, Optimize Your Resources, Satisfy Your Customers"
Join this webinar and learn how Qlik helped HDFC see the whole story within its data, increase end-to-end understanding of its business, and better leverage resources, resulting in cost savings, reduced customer response times and improved satisfaction, and increased growth, making HDFC Life one of the top private life insurance providers in India.
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