CRM ARCHIVE

Five Costly Customer Satisfaction Myths and Misunderstandings  Dec 13, 2006 3:56 AM By Sheri Teodoru

Most multichannel merchants know why customer satisfaction is important. It is understood that satisfied customers are more likely to make repeat purchases, shop more often, spend more money,

Five Essentials of the Integrated Contact Center  Dec 12, 2006 9:53 PM By Greg Anderson

Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support telephone, e-mail, and the Web. Multiple technologies must be integrated with a single goal: to improve the way a company does business by enhancing the customer relationship through enriching the quality of the contact.

Follow the Leads: Finding the Right Data Provider  Dec 12, 2006 12:39 AM By Frank Vaculin

An on-demand data prospect database can boost the success rates of lead generation campaigns and help marketers find their target customers. But selecting the right on-demand lead generation solution can be difficult.

FORWARD MARCH  Dec 01, 2006 10:30 PM By MCM staff

The end of the year is often a time for reflection. But rather than rehash the past, we decided to reflect on the future. Executives from a quartet of

Applying New Marketing Fundamentals in the Internet Era  Nov 20, 2006 8:24 PM By Guy Maser

Achieving results is the core mandate of any business-to-business marketing strategy. Your goals are nothing less than gaining maximum, efficient exposure among your target audience, generating as many qualified leads as possible, and turning those leads into customers.

Live From DMA06: Integration of Brand and Direct Is Critical  Oct 17, 2006 7:05 PM By Beth Negus Viveiros

(Direct) San Francisco–As marketers have an increased need to be accountable and make their advertising dollars go further, the brand/direct connection is becoming more important

Transactional Data: The Missing Ingredient in Your Retail Marketing Strategy  Oct 11, 2006 8:26 PM By Claude Johnson

To acquire and retain customers, savvy retailers cannot simply say, “We have a nice product” or “We have lovely salespeople” or “We

Show Me The Data: When Did You Last Talk To Your Customers?  Oct 02, 2006 7:46 PM By Bill Singleton

Some customer data systems have wonderful table structures listing accounts and the contacts that make them up: items, orders taken, and orders shipped. The wonderful table missing from some elaborate, enterprise resource planning systems is the one that will tell the company how many times they have contacted their customers since those customers

2006 Benchmark Report INFORMATION TECHNOLOGY  Oct 01, 2006 9:30 PM By Mark Del Franco

Here’s an encouraging statistic from Multichannel Merchant’s 2006 Information Technology Systems Benchmark Report: More than 70% of respondents said that

A look at Integrated Retail Systems  Oct 01, 2006 9:30 PM By Ernie Schell

As a major component of the multichannel world, retail operations are a prime candidate for integration with the direct (contact center and e-commerce)






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