The concept of customer relationship management (CRM) is simple: The integration of people, processes, and technology helps a company effectively manage
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
Direct-to-customer catalog management software saw a number of changes during the past year. Computer Solutions and Best Software collaborated on extending
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
Customer relationship management (CRM) solutions promise integrated systems, loyal customers, and unforeseen profits. Unfortunately, something is missing
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.
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.
Read the first part in O+F
Stereotypes have their uses. Where would we be, for instance, without the parcel or the order size? It’s a little riskier, though, to pigeonhole customers.
It’s my contention that retailers are more likely to have better customer retention programs than catalogers. Direct marketers have all of their customers’