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CRM Magazine: March 2006
Magazine Features
CRM magazine explains technology that will understand and leverage your relationship capital.
Retailers are in transition as they balance customer experience in the store and on the Web.
Organizations no longer have to choose between efficiency and effectiveness as contact center technology evolves. Here, five approaches to service and efficiency equilibrium.
Creativity and quirkiness are influencing alternative marketing strategies.
 
Front Office
Consumers are growing more frustrated with and resistant to companies.
 
Reality Check
Many companies say their CRM system implementations are surpassing their initial time and budget expectations.
 
Customer Centricity
The next step in CRM is to incorporate customer feedback.
 
The Tipping Point
 
Insight
The 311 framework allowed the agency to ramp up its agent pool from 500 to about 900, with employees from other departments and agencies.
Employees work from home, maintaining a business-as-usual approach, as the 2005 transit strike halts the public transportation system.
Incubators are teaching on-premise vendors how to host.
Track after-the-sale customer issues, because 'It's not just about products.'
Backing up data today helps ensure recovery tomorrow.
 
REAL ROI
"The biggest key to getting customers to buy is a quick response."
Unifying customer touch points helps a hotel company specializing in the South Pacific tourism industry reduce costs and boost agent utilization.
A Christian bookstore uses marketing campaign management to improve customer relationships.
Sprint rings up experts to revamp its commission payment system.
Citizens National Bank turns to a smaller CRM company for bigger results.
 
Re:Tooling
Business Problem: A company has little insight into timely customer or employee feedback.
 

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