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CRM Magazine: February 2006
Magazine Features
CRM examines service-oriented architecture and its growing impact on the applications landscape.
We tapped contact center industry experts to discuss common gaffes and ways to avoid them and get back on track.
Different positions within a sales force require different functions from an SFA system, and tailoring to fit those functions is a big part of successful SFA strategies.
Large-scale events like natural disasters affect the way people buy. Here, a primer on how to respond to customer concerns in tight times.
 
Front Office
Good relationships, over time, generate more value for customers and, as a result, more revenue for businesses.
 
Reality Check
Always on, always connected, will be the prevalent way to conduct business in 10 years.
 
Customer Centricity
A superb customer experience takes a turn for the worse.
 
The Tipping Point
Capitalize on the unexpected opportunities in CRM business process outsourcing.
 
Pint of View
Celebrating the urge to merge, and the heartbreak.
 
Insight
The RIA refreshes an on-demand dashboard only with figures that have changed.
Industry pundits expect Google and Microsoft to shake up the market.
Understanding how individuals view Web sites can prevent them from going to competitors when transactions fail.
Professional services firms' adoption of CRM has been low; analytics functionality and the hosted model may help raise it.
Asking customers what kind of marketing materials they want helps build relationships and response rates.
 
REAL ROI
Agent hours have been reduced by 20 percent.
Taking the multichannel-service route delivers savings of roughly 40 percent.
An Indian bank maximizes its marketing success.
A large insurance provider turns to a state government and a local college to train agents before they come to the call center.
 
Re:Tooling
Business Problem: Marketing campaigns are failing to deliver targeted, relevant messages to customers.
 

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