If You Think Customer Service Stinks Now, Brace Yourself, cautioned the headline of a press release that landed on my desk recently. Apparently, we are
Chat technology is here to stay, no more a despised stepchild of technology, cast out to languish on the barren moors of indifference. Online chat will
Like many other mailers, San Jose, CA-based Hello Direct finds that processing orders online costs less than taking orders over the phone. So the cataloger
Traditionally, the end of the year is a time for wrap-ups, but I think you’ll forgive Operations & Fulfillment if we skip looking back at the painful
Business is no game, and it’s too important an activity to leave the results to chance. An ace in the hole is hardly cheating; instead, it’s a reserve
We won’t be talking about e-business next year, declares Gartner analyst Jeff Roster. Huh? We knew dot-coms were dying, but have they gone forever? Take
A CAPELLA CRM is the area of the most buzz I get. Jeff Roster, analyst, Gartner Cyber terror is the biggest threat we have. Joe Lewis, president, Cole
A few years ago, catalogers were investing fast and furiously in new systems. Now they’re focused on leveraging the investments they’ve already made.
Cataloger/retailer The Talbots has promoted Rosemary Murphy to vice president/general merchandise manager, apparel. Murphy, who joined the Hingham, MA-based
If you wish to stay competitive, loosen your purse strings for technology investments, advise analysts at Cambridge, MA-based Forrester Research Inc.