New Measures of CRM Performance
Not all CRM investments show up directly on the bottom line. Intangibles like loyalty and satisfaction are hard to measure, but important to value.
CRM Goes Mobile
With new technology, businesses are finding they can make their critical business applications available to their mobile workers while they are still with the customer.
Online Self-Help Evolves
No longer limited to FAQs and figures, self-service help sites build customer satisfaction and save you money.
Team Selling Leverages Partnerships
Coordinate selling efforts with your strategic partners to serve your customers better, and you'll both profit.
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.
Top 10 Marketing Automation Tips
Its potential is huge, but marketing automation also creates new organizational challenges. Here are some strategies for ensuring your project's success.
Passing of the Guard
As CRM struggles to become a real, grown-up corporate discipline, a new breed of specialists replaces the pioneers.
So, How Are We Doing?
Evaluate the effectiveness of your CRM implementation with North Highland's assessment methodology, SCORE.
Spread the News
Send marketing information where it's needed- -promptly and efficiently.
The Next Chapter
Vignette's V/Series opens a new book on building the e-business.
TotalView and TotalNet create cohesive call center management.