CRM's 7 Deadly Warning Bells
Between May 2004 and June 2005 CRM magazine checked in every two to three weeks with Churchill Downs Inc. to gauge the progress of the company's multiyear, multimillion CRM initiative. Vice President of CRM and Technology Solutions Atique Shah's CRM initiative diary shed light on the ups and downs that he and his team encountered during a hectic, and ultimately winning, year one. In the course of these discussions Shah regularly mentioned CRM's warning bells, some of which sounded, some of which remained blessedly silent. We return to the site of the Kentucky Derby's parent company to examine the seven warning bells and to flesh out year-one lessons that will help other CRM project managers improve their odds of success.
12 Tips for Generating Rich Data
Here, a guide to uncovering the bounty buried in your data warehouse.
CRM Gets the Call
Hosting, performance evaluation solutions, and a creative call center layout help telecoms improve their customer relationship efforts.
Online Banking: Consumer Trust Versus Loyalty
Identity theft victims' assurance of security reflects comfort levels with online banking, and not their loyalty to a particular bank.
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Pint of View
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Nortel's Extreme Makeover
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Microsoft Says 2.No
Version 3.0 focuses on the SMB market with hosting options, Outlook integration, and marketing automation tools.
Email Response Times Lag Still
Companies are undervaluing the channel as more customers seek support.
Surveys: A Dying Breed?
EFM solutions are replacing the old-school method of customer feedback.
Required Reading: Life After the 30-Second Spot
The Pulse: What is your company's current prospect pursuit plan?
Blogs Can Boost Sales
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Nailing Satisfaction and Cost
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A Prescription for Ricohvery
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Is It Done Yet?
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Lawyers Learn to Share
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