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What is CRM?
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CRM is GO!
Essentials for a 21st-century start-up: Business plan? Check. Line of credit? Check. CRM strategy? Check.
What Users Want
The limitations are not in the tool. They're in our application of the tool.
12 Ways to Boost Productivity
Managers are always searching for ways to spur productivity that will balance the needs of the customers, the agents, and the company.
Get Your Facts Straight
The economy has forced marketing and salespeople to be less artists and more scientists as far as being very metrics-driven.
Anytime Is the Right Time for CRM
I thought CRM was right for a company that considers it "customers" to be the facilities it maintains, because they are the recipients of this firm's services.
What We're Not Putting Into CRM Systems
Most companies received passing marks...but we discovered six sales-knowledge gaps.
It is usually not the customer who is unprofitable, it is faulty business management that results in lack of profit.
The Pulse: How did you integrate your sales process with your CRM software?
The Age of Fluff-Free ROI
Part of the freedom to improve ROI calculations arrived as CRM became more pervasive within whole organizations, and was not simply relied on to provide domino effects from individual groups like the sales and support organizations.
Hot Seat: Can a Single Vendor Satisfy an Organization's Complete CRM Needs?
VoIP in the Contact Center: Another Fad or Here to Stay?
The ability to have a centralized call center may lead to an increase in the use of VoIP.
Heard and Overheard
Averting Customer Data Loss
Violations, more often than not, are the acts of a company's own employees; Mother Nature is a very different kind of external threat.
Required Reading: Is There a Right Way to Outsource?
Topics this month include outsourcing, sales mentoring, and customer advisory boards.
Market Watch: Database Marketers Mine for Perfect Customer Segmentation
Database marketing has quickly become integral to many organizations' CRM operations.
Vertical Focus: Healthcare Organizations Turn to CRM to Cure Their Ailing Customer Strategies
The industry feels the same pressure as other markets do to do more with less.
Abbott Laboratories' Shocking Ethics Gambit
The pharmaceutical research firm augments its traditional program of paper manuals, management discussions, and group lecture training with a touch-screen video game dubbed Rocked or Shocked.
How to...manage customer expectations
Follow these four steps to ensure that your customers know what you will do for them--and what is not a reasonable expectation.
Cinergy Moves Customers From Dialing to Dial-Up
Now the company uses NetTracker to help move customers from the call center to the Web.
CRM in Action: Racing to Win Customers
MIS has collected nearly 45,000 names, a majority of which has opted-in to receive additional information from the company.
CRM in Action: Armed and Ready for ROI
The company must respond to the constant evolution of hunting seasons throughout the year--and present the appropriate information to its various customers in respect to the season.
Secret of My Success
Eversheds' Partners Buy In
The U.K. law firm needed vital information to be visual and accessible to all.
Shortlist Advice for Selecting Midsize CRM Suites
Look for vendors that have derived at least 25 percent of revenues from midsize clients.
Diary of a CRM Initiative
What Happens When the Big Picture Blurs?
"Tasks have no meaning unless they are completed in a way that supports the project's vision."
Overcome Multichannel Customer Service Challenges
Five Actions to Sustain Customer Service Improvement Initiatives
The Digital Transformation of CRM
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
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“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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