Articles for Chris Selland
Oracle's plan to acquire fallen CRM star Siebel Systems begs the question: Which company is next?
It is usually not the customer who is unprofitable, it is faulty business management that results in lack of profit.
Back to the Future
We will not succeed until we stop thinking departmentally, and start thinking holistically.
Offshore Versus Onshore Contact Centers
Offshoring will succeed if it results in a more productive customer service operation.
Service Secrets From the Neighborhood
Service counts--more than ever.
Finding CRM's Holy Grail
To gain support for CRM in the call center begin with cost savings and build your business case around it.