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The New World of Sophistication
From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes.
Analytics Brought to Bear
How strength in numbers--in this case, the analytics of customer data--transforms sales teams into sales forces.
The BI Tools Bonanza
Simple, rewarding BI tools have been developed over the past three years, quietly accelerating marketers' ability to see and hear.
Telemarketers taking the ostrich approach to DNC compliance is a nonstarter for enterprises. Refresh marketing initiatives to ensure that the rules are followed and reach your target audience more effectively.
All About the Data
There will be lots of potential for customer data quality apps; financial and product data also stand to benefit.
Getting Executive Buy-In: A Pocket Guide
Don't take it for granted, define the initiative's goals from the jump, and closely link the organization's business direction to the initiative.
The End of Call Centers?
A conflict is brewing between groups focused on managing costs and those focused on generating profit.
The Tipping Point
Leveraging the Employee Life Cycle
Four ways to stem sales force turnover.
Pint of View
Don't Put It in Writing
Never has "know your audience" resonated so much.
Power to the People
Companies will be able to track and publish partner success metrics to partners' homepages.
Companies 2 Customers: I <3 U
As text messaging becomes a hot direct marketing channel, marketers must be careful that the message is helpful, not harassing.
Going Full Auto With SFA
Separate the wheat from the chaff by automating key sales processes for maximum return on SFA dollars.
Market Focus: Energy: Shocking!
Some energy companies are deploying CRM systems for cost cutting; others are focusing on customer acquisition and retention.
Required Reading: Gen Next?
The Pulse: In 2007 my company plans to...
Allconnect: Making Convenience Convenient
A brief but thorough evaluation process led the company to select HyperQuality, a call center monitoring company focused on quality assurance.
All Together Now: WFM Centralization
UPC Nederland's unified approach to agent scheduling leads to cost savings and upped customer satisfaction
Telus: How to Achieve ROI
Callidus calls a telecommunications company to success.
Juiced Up Self-Help
European energy provider ScottishPower tones its customer service with a new Web site that allows customers to more effectively help themselves.
Secret of My Success: A CRM Manufacturing Makeover
J&H Machine Tools decides it's time to renew its out-of-date CRM system.
Robby Johnson, information systems supervisor at J&H Machine Tools | as told to Colin Beasty
Tech Solution: BI Reporting and Tracking Tools
Business Problem: Companies lack the ability to draw insight and intelligence from the vast pools of customer data they've collected.
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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