CRM Gets Serious
With customer loyalty an ever-more-fleeting commodity, businesses must deliver consistent -- and consistently high-quality -- service. In the five stages that define CRM maturity, is your company among the leaders? Not knowing means you're not there yet.
The new generation of consumers, clients, and customers is perpetually connected -- to the Internet, to you, and to each other. What can Web 2.0 do for you?
Rumble in the Office
Your sales force and your technology staff may not respect each other's turf, but you'd better broker a truce if you want your business to thrive.
The Smallest Slice
A pristine customer database -- names, addresses, phone numbers, all neat and clean -- is only the first step. Now you have to market to certain parts of that group: How do you carve out just the right piece of the pie?
Despite all the buzz around CRM 2.0 and Web 2.0, companies, on average, have been stuck in place for two years.
Multiplicity Means More
Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM?
2008 Contact Center Challenges
Before managers can tackle primary goals, obstacles must be overcome.
The Tipping Point
Are You Ready for SaaS?
You may think you are, but the truth is this: Size matters.
Monitoring the Quality Monitors
What you need to know about quality management and liability recording solutions.
Pint of View
The Bold Flavor of Brand
There's smoke, but maybe not fire, in the world of product image.
CRM Drives Down-Market
SAP and Microsoft make big moves to embrace smaller customers.
The Loyalty Riddle
Can marketing overcome the customers who talk about you?
Out of the Gate: Marketers Rate '08 Traits
Though marketing seems committed to its customer-centric approach, opinion is divided on which specific trends will dominate this year.
Market Focus: Professional Services -- Consultants Adapt to Changing CRM Landscape
On-demand CRM remains an ongoing challenge, but social networking promises to be the real wild card.
What are your company's plans regarding data quality?
Required Reading: Strategic Minds Think Alike
Burning Up the Paper Trail
Origen Financial turns to automation to minimize a mountain of mortgage paperwork.
Tying Up Cable's Loose Ends
A Web-based solution helps Molex Premise Networks log project, customer, and contact information.
Sunny Skies for Knology
Impact 360 helps to forecast warmer service for a southeastern telecom's "snowballing" contact center.
No More Bumps for BlueRoads
Marketo smooths out pay-per-click campaigns that were costing more (and producing less) than they should.
Secret of My Success
Redefining High Definition with CRM
Silicon Image's HDMI unit used Oracle iStore to handle a growing licensing business.
Tech Solution: Marketing Resource Management Software
Business Problem: Marketing needs to manage the back end to free up time better spent delivering relevant creative material and addressing individual customer needs.