Forecasting a Flap
Econometrics has long been the province of Ph.D.s, but applications for marketers are emerging via automated user interfaces and BI reporting tools.
From Crayons to Calculators
The transition marketers have had to make--from creative souls to metrics mavens--has occurred quickly over a relatively short period of time. Here, a brief on recent developments and some tips for remaining competitive.
Cut contact center operating costs, reduce churn rates, and up flexibility--a serious look at the at-home agent model.
Making the Grade
E-learning deployments earn straight A's when used in conjunction with formal classroom training.
Marketing, the Internet, and Brilliance
In minutes P&G on its Web site accomplished what takes other companies months or years -- and millions of dollars -- to do.
Nobody Can Stop the Shopping
CRM project teams will continue to purchase technology throughout 2007.
Shall We Dance?
It takes two to tango--a customer-company relationship with only one partner doing its part will fail.
The Tipping Point
A Customer Resolve Mandate
There is no better time to retune marketing, sales, and service operations--it may influence customer loyalties later in the year.
Pint of View
The Devilish Drift
Watch your step on the slippery slope.
Analyzing Business Turnaround
The first step in embracing analytics is to have a CEO who sees analytics as a corporate differentiator.
Head to Head: NetSuite and Salesforce.com
The companies release customization platforms for on-demand, a move that reduces IT risk, yet could spell trouble for midmarket CRM providers.
The Contact Center Ads Up
Phone-based advertising can enhance a company's bottom line, but there's a chance of adding to customer frustration if it's not done right.
Market Focus: Manufacturing: Money for Future Muscle
CRM investment continues to increase in the vertical as companies turn to PRM, analytics, and order management to get a tighter grasp on customers.
Required Reading: Proven Sales Warfare Strategies
Sage's Sibling Reliability
BBBS can now produce reports on the level of need per school district.
When Disaster Doesn't Strike
Lagan Technologies helps Minneapolis launch a 311 system to provide information on municipal issues and nonemergency services.
TUG Sellers Get a Helping Hand
Sales process automation helps out hospital automation.
Mailing Lists: Slimmer and Trimmer
A financial planning company for retirees collects a hefty pension after altering its poor targeting practices.
Secret of My Success: Breaking News: A CRM Success Story
The Cincinnati Enquirer turns to WebSurveyor to help guide its editorial direction.
Tech Solution: Quality Monitoring Tools
Business Problem: The contact center needs to strike a balance between call volumes and quality of service.