A Room With a (Point of) View
Executives on the SuperPowers of CRM panel offer their opinions on where the market is headed and how to get there ahead of the pack.
Is Real-Time for Real?
Are vendors truly enabling businesses to operate in real time? Or is there still a long way to go?
Who's Minding the Mid-Market?
Mid-market CRM vendors are partnering with consultants to get your business. Here are 10 tips to help you select the right consultant for your needs.
Is it Time to Defect?
Switching CRM vendors is a tough, but often wise, decision.
Stand by Me
Don't Blame CRM
Managers shouldn't expect success if users haven't been sold on CRM.
Not Just Another Acronym
Business Process Automation: Buzzword or Business Imperative?
Oracle CRM in Bloom in 2003
Blueprints for CRM Success
Hot Seat: Take My Advice, Please
Vertical Focus: Manufacturing
Mover & Shaker: Sheldon Tkatch, senior IT manager, Garrett Aviation Services
Market Watch: Contact Center Update
In addition to the national Do Not Call registry, telemarketers are facing some heavy scrutiny from state public utility commissions (PUCs) and legislators for dead air and abandoned calls when calling consumers on the phone.
Creating a CRM Culture
News in Brief
J.B. Hunt's Agents Haul Its CRM Load
J.B. Hunt improved communications between its drivers and dispatchers, between on-the-road drivers and their families, and between the company itself and its customers.
HOT PROJECTS: Travel & Hospitality
Seattle-based travel site Expedia.com uses E.piphany E.6 for its analytics capabilities, to orchestrate its email campaigns, and to act as a de facto workflow tool for its call centers.
Secret of My Success
The Right Route to Loyalty
Chuck Baker, vice president, customer loyalty services for UnumProvident Corp., tells how revamping its call center operation
has insured customer satisfaction.