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CRM Magazine: February 2005
Magazine Features
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.
What follows are six strategies that companies are using to maximize contact center profitability while minimizing risk.
 
Front Office
Customers know when they are being managed, and the feeling is not a pleasant one.
 
Reality Check
When put to the test, this sales and marketing application delivers.
 
Customer Centricity
The entire concept of agent training has been turned on its ear, and delivers unprecedented levels of efficiency and productivity.
 
Insight
Those in support of blogging point to the support it has received from many customer service companies.
Vendors, strategies, and focus are all certain to evolve in 2005.
Marketers are seeing solid ROI from new technologies.
Think beyond the upsell when evaluating next generation analytics strategies.
 
Secret of My Success
Project Genesis launches network integrator Novell from silos of information into the integrated customer service space.
 
Analyze This
Taking the right approach can lead to a sustainable competitive advantage.
 
Benchmark
Data quality procedures ensure that data is consistently applied to stringent specifications.
Senior managers spend time with front-line staff for an up close look at customers' concerns.
Reynolds & Reynolds built uniformity into its sales approach to improve productivity and results.
The retailer has seen double-digit results through better targeting its email marketing.
The financial institution is improving both employee productivity and earnings with its monitoring and training initiatives.
 
Diary of a CRM Initiative
Month 8: Strategic deal-making marks a new approach to funding CRM.
 

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