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What is CRM?
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Customers for Life
Capture the mythical creature known as The Lifelong Customer.
7 Strategies for Profiting From Customer Data
These seven strategies illustrate some of the best ways to apply the information you may already have in your contact center to improve your standing with customers.
Schooled in CRM
Following is a list of universities, their CRM programs, and their current enrollment.
Industry pundits maintain that the biggest growth area in CRM over the next three years will be in the public sector, especially within state and local governments.
CRM: Alive and Kicking
As long as companies have customers they'll need strategies to manage those relationships; whatever name you prefer, in the end it's CRM.
Whose Portal Is It, Anyway?
The complexity lies in the decision of whose portal should run the desktop: the CRM portal or a more application-agnostic portal?
Other People's Customers
There are at least five major issues that prevent us from execution. Acting requires recognizing and addressing them.
What Do CRM Users Need? Just Ask Them
It's not surprising that many CRM vendors formalize interaction using customer advisory boards that have direct input into product development.
Market Watch: Marketing Tools Emerge as Comprehensive Solutions
Vendors are combining MRM with campaign management to leverage a broad spectrum of functions, including planning, execution, and measurement.
Who's Who in CRM
magazine presented a list of some of the industry's key players. This month we continue that recognition with a look at three executives from midmarket leader E.piphany.
Tracking Marketing Performance
MPM is just one of a growing battery of disciplines that aims to give substance and accountability to marketing activities.
Heard and Overheard
Market Watch: Making Sense of Workforce Optimization
At its core, workforce optimization prepares a staff to manage the ebb and flow of daily call volumes into a call center.
Required Reading: How to Find Out What Customers Really Care About
magazine's Emmy Favilla spoke with Acuff to discuss his approach.
The Pulse: Does Your CEO Use the CRM Tools Your Company Has in Place?
The Sweet Taste of Success
The company's knowledge base has remained essentially static, aside from a few regular promotional events, which means efforts to maintain or update the FAQ can be kept to a minimum.
5 Ways to Ensure CRM Success
According to the results of a recent survey conducted by IBM Business Consulting Services, the quality of your technology won't be the deciding factor in predicting whether your CRM project will falter or thrive.
CRM in Action: Getting Resolution Right--on the First Call
Two of the most tangible results are a 90 percent first call resolution rate, and the reduction of customer call handling time by 20 seconds.
How to...know when to upgrade your CRM tools
You don't necessarily need to pay top dollar for every new revision and incremental improvement the vendor offers up.
CRM in Action: Understanding Customers' Various Buying Roles
The company now has the ability to track campaigns and responses to determine which campaigns are generating the most profit.
Customers Serve Each Other in Online Communities
The company is now able to be more responsive to customer needs, as software upgrades are based on customer feedback from the site.
CRM in Action: Thinking Out of the (Shoe) Box: Olan Mills's Reps Switch From Index Cards to PDAs
Olan Mills is now better able to identify profitable prospects.
Cummins Revs Up Its Marketing
Cummins had an undisciplined process for direct communications with customers, virtually no direct marketing via email, and customers could not provide feedback.
Secret of My Success
Ingrian Networks' Strategy for Successful Data Access and Integration
The biggest issue was the initial process of migrating historical marketing information.
Diary of a CRM Initiative
Churchill Downs Bets on a Thoroughbred
Month 1: Odds are in favor of this two-time winner taking a CRM triple crown.
Redefining the “M” in CRM
ConversationDriver Integrates with CRM Systems
1010data Releases Consumer Insights Platform (CIP) 3.0
Oracle Launches B2B Audience Data Marketplace
Salesforce.com Announces Salesforce Inbox Calendar
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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