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CRM ARCHIVE

A System to Tackle Tough DM Tasks  Jun 01, 2004 9:30 PM By Ernie Schell

When the great jazz composer, pianist, and bandleader Duke Ellington wanted to offer the highest praise, he would say that something or someone was beyond

Happily Ever After  Jun 01, 2004 9:30 PM By Debra Ellis

The promise of customer relationship management is great collecting real-time information that allows you to provide the right product, price, and service

First Things First: The Three P Factors  May 01, 2004 9:30 PM By Debra Ellis

The concept of customer relationship management (CRM) is simple: The integration of people, processes, and technology helps a company effectively manage

Highlights from an in-depth study of Contact Centers in catalog, retail, and e-commerce operations  May 01, 2004 9:30 PM By Rama Ramaswami

Business conditions have changed considerably in the two years since we conducted our last study of contact centers, but the latter have been slow to

Matrix Reloaded  Apr 01, 2004 10:30 PM By MCM staff

Direct-to-customer catalog management software saw a number of changes during the past year. Computer Solutions and Best Software collaborated on extending

Catalog CRM: On the Road to a Return on Investment  Feb 01, 2004 10:30 PM By Debra Ellis

Customer relationship management (CRM) solutions promise integrated systems, loyal customers, and unforeseen profits. Unfortunately, something is missing

Five Experts in Search of an Author  Feb 01, 2004 10:30 PM By Jeff Morris

Maybe it was fate. Or perhaps, serendipity. Either way, as I prepared to write this story I had several very different encounters with contact centers.

The CRM Balancing Act  Feb 01, 2004 10:30 PM By Dan Wells

If only there were a simple answer to the question How many times should I mail my customers and prospects? But because marketers have so many influences

Contact Center to Fulfillment: It’s Logically Seamless for ClientLogic  Nov 19, 2003 10:30 PM By MCM staff

Read O+F’s recent interview with Amit Shankardass, Solution Planning Officer for business process outsourcer ClientLogic. Topics covered include the role of business process outsourcing, the current economic outlook, new technologies such as RFID and SMS, and the nitty-gritty economics of the growing phenomenon of offshore job migration.

Contact Center to Fulfillment: Logically Seamless for ClientLogic  Nov 14, 2003 10:30 PM By MCM staff

Read the first part in O+F






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