Articles for Brett Anderson
High-Tech's Disconnected World: Customer Service
In the treacherous arena of customer service, a kind of literal and psychological disconnect exists between technology company executives (who really ought to know better) and their consumers.
Cleanscape Opens Its Silos
A Web-based approach to CRM preserves an organization's institutional memory.
Privacy Protection in a Wireless World
No aspect of this privacy issue is more controversial than wireless technologies. Since the FCC passed its "e-911" mandate requiring all cellular carriers to have the capacity to pinpoint subscribers within 400 feet by October 2001, an upheaval of concern over potential violations has exacerbated leery consumers and their advocates who consider the wireless device's ability to track its owner the ultimate invasion of privacy.
Washington Confidential: Online Privacy and the Law
Web Extra: Privacy legislation may either derail e-commerce or help get it on track and full of steam.
ROI Advice for Decision Makers
As organizations tighten ROI standards for e-business, the focus shifts from cost savings to managing customer value for top-line growth.
The CRM Market: Buy, Sell or Hold?
Despite difficulties in the market, the outlook for the CRM sector is not entirely bleak. In fact, most analysts remain optimistic about the coming year, which will be characterized by consolidation of the market and solid, though more modest growth.
Embracing a Multichannel Strategy
As the online consumer market continues to grow, retailers are discovering that the multiple-channel model is the best way to meet customer demand.
Weak stock prices and lower valuations may have some shareholders worried, but businesses continue to invest in their customer relationships.
Empowering the Patient
This Q&A with LifeMaster CEO Christobel Selecky was written to accompany the feature story, "Investing the Customer with New Value," in the May 2001 issue of E-Business Strategist magazine.
Clicks & Bricks: Pure-play Internet Companies Get Physical
The marketplace has proved the necessity of the multi-channel model for retailers who want to be competitive in meeting customer needs.
Investing in a New Breed of Call Center Agent
Companies are investing heavily in call center technology. To maximize that investment--and to meet higher customer expectations-they must also invest in a smarter, more versatile--and more demanding--breed of call center agent.
Who Rules the Internet?
A look at the issues and complexities related to regulating e-commerce.
The Right Staff
As technology evolves and customers' expectations rise, competitive companies invest in a smarter, more versatile--and more demanding--breed of call center agent.
Yahoo Markets Enterprise Portal
Highly popular online clearinghouse gets into the enterprise act with its own corporate portal, Corporate Yahoo.
The Boundaries of e-Commerce
Q&A with Douglas Graham, managing director of electronic commerce for KPMG, about the role of the government in the Internet.
Business Intelligence Makes for Intelligence Business
A look at advancement in business intelligence and how it is improving the customer experience.
The Insurance Industry: A New Customer Policy
Hampered by regulation and a reputation for poor service, the insurance industry takes back ownership of its customer channels through new CRM initiatives.