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CRM Magazine: June 2004
Magazine Features
The new approach shook up a drowsy company, giving it a renewed spark and focus to face a more competitive landscape.
Here are the five strategies of five companies that have turbocharged their CRM initiatives.
Here's how companies can deliver stellar service at the many touch points available to customers today.
Harrah's results are so impressive that other casino operators are copying some of Harrah's more discernible methods.
 
Front Office
Don't overlook new strategies your competitors are using to grow market share at your expense.
 
Reality Check
These executives had a clear understanding of exactly what part of the sales process needed to be improved.
 
Customer Centricity
Offshoring will succeed if it results in a more productive customer service operation.
 
Insight
Application service providers are building on their success with hosted CRM applications and jockeying for position in the budding computer telephony service provider market.
CRM vendors have come around to a new way of addressing the needs of insurers.
Marketers have done a lot of house cleaning and are better positioned and able to effectively garner more budgets internally.
Tom Osenton, author of The Death of Demand: Finding Growth in a Saturated Global Economy, however, consumers have reached their limit; also, a novel about sales.
Is your company using or evaluating real-time IT solutions initiatives?
Was your CRM initiative successful because of the technology you selected?
 
REAL ROI
Having registered 550,000 customers as of March, Georgia-Pacific's AllYourRooms.com is currently 15 percent ahead of expectations.
Ultimately getting buy-in from both management and users will take a successful pilot.
The right script can make a general customer service agent appear as an expert.
Employees had conducted one-on-one customer satisfaction research within its parks for years, Paramount wanted to implement a less intrusive solution.
It is vital to bring partners into the overall CRM strategy as completely as possible.
Benefits have translated to a more than 100 percent ROI in less than one year.
What is the primary driver of your customer support implementation?
 
Secret of My Success
Getting critical information in the hands of customers and reps faster is a key contributor to our sales growth.
 

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