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CRM Magazine: August 2005
Magazine Features
Privacy laws have forced sales callers and outbound marketers to clean up their act and given them a chance to polish their image.
Utilities are finding ways to improve service through automated technology. The result is increased ROI in the field, at the call center, and across the business.
Self-service done right--in the right enterprise--can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions
 
Front Office
New product coverage only helped to inflate the 1990s technology bubble by focusing more on the technologies' gee-whiz factor than on the business problem they aimed to solve.
 
Reality Check
Know your biggest pain points and determine how damaging they can be to your business if left untreated.
 
Customer Centricity
Recent advancements in selection technologies now make it possible to identify various individual traits and attributes before job offers are made.
 
The Tipping Point
Business process management, flexible hosted solutions, and return on customer will drive business decisions.
 
Pint of View
Fixing business relationship problems, advice columnist style.
 
Insight
Radio frequency ID tagging is no longer a what-if question, but other questions remain.
Speech analytics solutions are enabling companies to track and analyze emotional cues.
"Outsourcing has more to do with linguistics or the language than it has to do with the trade regulations."
Winning customer trust is key to gaining access to personal information.
Technology developments are enticing SMBs to invest more in CRM and ERP applications.
 
REAL ROI
"If our phones are down for an hour, that's $20,000 in lost business."
A multichannel flower retailer's handling of peak holiday call volume blossoms.
An educational products company uses Omniture's SiteCatalyst to build its Internet marketing campaigns.
Rainmaker Marketing's Lazarus integration of ACT! resurrects a phone reseller's sales, relationship growth, and agent efficiency.
A financial services company estimates an 850 percent ROI from implementing Teradata's data warehouse and CRM solutions.
A new data warehouse and software help improve customer retention efforts.
 
Re:Tooling
Business Problem: Employees don't share contacts.
 

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