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Listening, With Interest
ING is growing satisfaction--and revenue--by asking customers and partners what they want, and then giving it to them.
Entertainment companies are putting the spotlight on targeted customer strategies to improve service, build loyalty, and grow wallet share.
6 Ways to Maximize Contact Center Profitability
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
When CRM Leaves You Flat
Customers know when they are being managed, and the feeling is not a pleasant one.
Is Social Networking an Overhyped Fad or a Useful Tool?
When put to the test, this sales and marketing application delivers.
It's Not Your Father's e-Learning
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
Is Blogging Viable in the Contact Center?
Those in support of blogging point to the support it has received from many customer service companies.
Enterprise CRM: Change Is Inevitable
Vendors, strategies, and focus are all certain to evolve in 2005.
CHART: What is the most important initiative for your customer service Organization in 2005?
Marketing Automation Hits the Mark
Marketers are seeing solid ROI from new technologies.
Real-Time Analytics: Excellent Insight, or Speedier Mistakes?
Think beyond the upsell when evaluating next generation analytics strategies.
Heard and Overheard
Required Reading: Tracking the Evolution of CRM
The Pulse: Are you currently using or planning to use...
Secret of My Success
Novell's New Analytics Engine Enhances Its Service
Project Genesis launches network integrator Novell from silos of information into the integrated customer service space.
Mike Lyons, vice president of technical services, as told to Colin Beasty
Seven Mistakes in Managing Customer Profitability
Taking the right approach can lead to a sustainable competitive advantage.
What Data Quality Means to CRM Practitioners
Data quality procedures ensure that data is consistently applied to stringent specifications.
BT Execs Live a Day in the Life of Their Agents
Senior managers spend time with front-line staff for an up close look at customers' concerns.
Driving Quality Into the Proposal Process
Reynolds & Reynolds built uniformity into its sales approach to improve productivity and results.
Harbor Freight Tools Cans Spam
The retailer has seen double-digit results through better targeting its email marketing.
How to...manage multiple CRM vendors in 5 steps
Co-operative Bank Credits Its Sales Growth to Performance Management
The financial institution is improving both employee productivity and earnings with its monitoring and training initiatives.
Diary of a CRM Initiative
Churchill Downs Bets on Its Brand
Month 8: Strategic deal-making marks a new approach to funding CRM.
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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