CRM Is a Journey, Not a Destination
We hear from 5 companies that have worked for years to refine, realign, and improve their customer relationships, long after the project first went live.
Making a Clear Connection
Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential.
Manufacturing Builds On Customer Relationships
CRM software is becoming as important as nuts and bolts.
Right Channel, Right Time
Most industries don't have to clear the same hurdles as the tobacco industry, but more products and legislation will likely thwart your communication attempts.
The Consumer of the Future
The www generation crosses three generational cohorts.
The Power to Serve
Let employees make mistakes--you'll be better off.
Convergence in the Contact Center
Customers will have a single upgrade path, single maintenance environment, and singular user interface.
Making Use of Analytics
Gartner analysts offer tips on how to use business intelligence.
Hosted Applications and VoIP: Ready for Contact Centers?
Enterprises are debating these choices as their potential continues to mature.
Analytics for the Masses
SAS upgrades its Enterprise BI Server to include OLAP, and query and reporting tools.
To honor Mother's Day 2005 CRM magazine presents demographic information on moms collected over time from the U.S. Census Bureau.
Required Reading: Nordstrom's Class of Service
Many companies only have an inkling of what Nordstrom really is, yet they all say they want to be the Nordstrom of their industry.
The Pulse: Does your contact center provide your agents with a holistic view of your customers' interactions with the company across the enterprise?
Is It Time for Real Time?
Recent debuts of real-time enterprise tools by Microsoft and AOL could help jump-start presence management in the contact center.
SecureWorks Protects Its Growth
The Internet security company employs a scalable CRM system to handle its growth.
Secret of My Success
Medical Action Industries
The company is using CRM to put the force back into sales force automation.