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CRM ARCHIVE

Systems Solutions: 2007 Order Management Software Roundup  Apr 01, 2007 9:30 PM By Ernie Schell

Shopping for order management software (OMS) is never fun, but at least we’ve done much of the legwork for you with our annual roundup. We have four new

First Things First: Unify the Service Desktop, Then Implement a Universal-Agent Program  Mar 28, 2007 9:32 PM By Cindy Curtin

There is not yet a standard definition for a contact center

Developing a Basic Loyalty Strategy  Mar 07, 2007 1:51 AM By Michael Greenberg

Because customer loyalty tends to lead to retention and advocacy, it

Who’s Afraid of SOA?  Mar 01, 2007 10:30 PM By Ernie Schell

Identifying the next big thing in the software world is always a dicey proposition. Too many have proven to be either short-lived fads or expensive sidetracks,

The 10-Year Customer  Feb 01, 2007 1:41 AM By Michael Greenberg

Lifetime value-based decision making has captured the spotlight recently with the launch of uTango, which promises up to $1 million to couples who meet spending targets over the long term.

Upgrading the contact center  Jan 01, 2007 10:30 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

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






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