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CRM Magazine: January 2005
Magazine Features
CRM strategists often speak of improving company performance by boosting revenue on a per-customer basis. CRM magazine cuts through the hype to examine what individual customer profitability can--and cannot--do for your business.
Think the only impressions your company makes are through branding, sales calls, and customer service? Think again. Mishandling interactions like reference management and billing can cause customer defection as quickly as a poor contact center experience
Critical for success is a balanced solution that meets the needs of both an organization and its customers.
 
Front Office
Deliver a positive experience on a consistent basis.
 
Reality Check
This year, seize new opportunities for gaining--and keeping--customer loyalty.
 
Customer Centricity
If customers fail to see value, they regard your products or services as commodities.
 
Insight
It's all really about being customer-centric.
Open source CRM vendors are trying to transform the industry.
Managing relationships is like an anthropological dig.
Latin American companies add flavor to their services.
The number of call center agents in South Africa will quadruple over the next four years, and the total number of agent positions in South Africa is predicted to rise to 69,600 by 2008. --Datamonitor
The folks in charge of the marketing, image, and branding typically don't pay much attention to the guys in the call centers.
A new study examines customers' selection criteria between travel suppliers' Web sites'
 
Secret of My Success
 
Analyze This
Customers want to get from point A to point B as quickly, easily, and effectively as possible.
 
Benchmark
There's job satisfaction in solving customer problems.
Global Industrial increased revenue by integrating its front and back office.
Vision Improvement Technologies uses specialized telemarketers to stimulate results.
The worst thing is to take away an application salespeople are using and liking.
Specialized Bicycles "adds" to its sales force with a comprehensive dealer portal.
 
Diary of a CRM Initiative
"These people are going to take the CRM message back to their organizations and pass on the good word."
 

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