Biographical Information

Articles for Michelle Delio

Show and Tell

Collaborative Web browsing gives customers much-needed human interaction in a point-and-click world.

Turning Your Call Center into an Interaction Center

A look at how the new customer interaction centers fuses existing call center technologies with new Internet technologies, resulting in a flexible and fully integrated solution.

Turning Call Centers into Interaction Centers

Adding interactive technologies to your call center will improve customer service, build loyalty and powerfully coordinate your customer service resources.

A Well-Heeled Supply Chain

At look at how real-time access to critical business information across the supply chain gives Esprit a competitive edge.

The DoubleClick Debacle: The Misuse of CRM

By overstepping the bounds of user privacy, Internet advertising agency DoubleClick gained the dubious honor of being the first dot com company to publicly prove that badly implemented CRM can impact horribly a company's bottom line.

Casio's Field Force Hardware and Software Solution

Using a Windows CE-based software solution and a convenient handheld for its field force, Casio streamlined its operations and reined in administrative costs.

Hyundai Hones Its B2B Operation

Hyundai Motor America adopts a new e-business system that streamlines ordering processes while improving dealer relationships.

What are the key elements of building effective customer relationships?

Build customer loyalty by maximizing your web site's potential

Magazine Middlemen Bounce Back

For wholesale magazine distributor Anderson News, the problem was providing a central point to diagnose and repair distribution problems for field reps all over the country. A custom-built mobile system provides a solution that gives field representatives from national distributors and publishers the same access to decision-critical information that Anderson's own agents get.

For Ritz-Carlton, It All Begins with Customer Knowledge

To extend its advantage in superlative service, Ritz-Carlton implemented a guest relationship management program that helps identify, profile and please most valued guests.