Articles for Michelle Delio
Show and Tell
10 Feb 2001
Collaborative Web browsing gives customers much-needed human interaction in a point-and-click world.
Turning Your Call Center into an Interaction Center
08 Feb 2001
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
20 Dec 2000
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
05 Jul 2000
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
06 Jun 2000
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
04 Jun 2000
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
02 Jun 2000
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?
25 May 2000
Build customer loyalty by maximizing your web site's potential
Magazine Middlemen Bounce Back
17 Apr 2000
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
17 Apr 2000
To extend its advantage in superlative service, Ritz-Carlton implemented a guest relationship management program that helps identify, profile and please most valued guests.