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Customer Relationship Management ARCHIVE

On the Return Trip: Managing Reverse Logistics  May 28, 2008 7:05 PM By Rob Martinez

Multichannel marketers need to pay just as much attention to reverse logistics, or the process taking goods back into “forward-available” inventory, as they do getting goods out the door to customers. Why? Because returns are a fact of life: Return rates commonly range from 5% for hard goods and gifts to more than 25% for shoes and apparel.

Evaluating the Performance of Your ‘Net Reps’  May 17, 2008 2:30 AM By MCM staff

It takes more than just technology to transform your call center agents into

What You Can Learn From a Telemarketer  May 14, 2008 8:54 PM By Jeff Schmitt

While the call center may be taken for granted in some quarters, it is truly the lifeblood of an organization. That

New Website Targets Bariatric Patients  May 06, 2008 10:16 PM By Patrick Barnard

Hoping to cash in on a growing niche market, food and nutrition specialist Gene Carbonell and his partner Jan Chadwick have started a new Website offering healthier food options for bariatric surgery patients.

Driving Value in Your Direct Marketing Business  May 01, 2008 9:30 PM By David J. Solomon

How do you improve the value of your business? It’s a big topic, because it dovetails with what company owners work to do every day. But since we’re in

Growing Pains  May 01, 2008 9:30 PM By MCM staff

Merchants have plenty of reasons to go from a single distribution center to two or more DCs reducing transit times to customers, supporting business growth,

Mind your Business  May 01, 2008 9:30 PM By MCM staff

Granted, it’s not the sexiest product line. But Klein Tools has in 150 years built a solid business selling pliers, screwdrivers and other tools used

You’re hired  May 01, 2008 9:30 PM By Linda Formichelli

It’s so annoying. A shopper is trying to check out, and the sales clerk is chatting on the phone or staring into space. Does this happen to your customers?

System helps Art of Shaving grow  May 01, 2008 9:30 PM By Jim Tierney

While many retailers reported soft sales last year, multichannel merchant The Art of Shaving grew a record-breaking 62% in 2007. The marketer of upscale

Customer-Centric Communication  May 01, 2008 9:30 PM By MCM staff

Marketers have been thinking about, teaching and practicing the art of customer relevance since the first peddlers hawked their wares. Yet each generation






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