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Channel Integration ARCHIVE

Fit to be Tied  Jan 01, 2002 10:30 PM By MCM staff

These days, everyone’s looking to be in bondage with a marvelous business partner, that is. And where better to look for the ties that bind than your

Once Upon a Time  Dec 01, 2001 10:30 PM By Ernie Schell

This column, my last on systems for Operations & Fulfillment, is about transitions. In the months to come, I’ll be writing on applications, but I want

Benchmark 2001: Critical Issues and Trends  Dec 01, 2001 10:30 PM By Shayn Ferriolo

Two years ago, in discussing the 1999 Benchmark Report on Critical Issues and Trends, we wrote that, having experienced several years of strong sales,

ONLINE EXCLUSIVE: Call to Contact  Nov 05, 2001 10:30 PM By Maggie Klenke

Some people may still call them call centers, but theyre sporting more than telephones these days. A transition from call centers to full-fledged contact

The 3-D Customer  Oct 01, 2001 9:30 PM By Stephen Medcroft

Everything is going digital. Just think of all the little computer chips that surround us in our phones, TVs, CD players, watches, appliances, cash registers,

Reinvent the Wheel  Sep 01, 2001 9:30 PM By Linda Formichelli

Merchants have been using customer relationship management since they first set up shop in clean, well-lit caves thousands of years ago. They knew, for

FREEZE FRAME  Sep 01, 2001 9:30 PM By Rama Ramaswami

Nothing much may be a perfectly fine answer to give to an old friend who calls to ask whassup. But if that’s how you describe what’s going on in your

Short Takes: Folie Deux  Sep 01, 2001 9:30 PM By Rama Ramaswami

It may take two to tango, but if your partner isn’t coordinated, you go splat. We always knew that the New Economy call center isn’t quite as cozy with

Working Gear  Sep 01, 2001 9:30 PM By Ernie Schell

Measurements are the lifeblood of all successful direct-to-customer businesses. Knowing what data to measure, what analytical tools to use, and then using

Corrections and Clarifications  Sep 01, 2001 9:30 PM By MCM staff

CORRECTIONS: In the July Small Catalogs Forum (Management Software That Fits) we misspelled the name of CommercialWare. And in the August Electronic Catalog






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