CRM ARCHIVE

Reinvent the Wheel  Sep 01, 2001 9:30 PM By Linda Formichelli

Merchants have been using customer relationship management since they first set up shop in clean, well-lit caves thousands of years ago. They knew, for

people news  Sep 01, 2001 9:30 PM By MCM staff

Lonoke, AR-based pet supplies marketer PetQuarters has promoted Mike Kelly to president. Most recently, Kelly was the company’s executive vice president,

FREEZE FRAME  Sep 01, 2001 9:30 PM By Rama Ramaswami

Nothing much may be a perfectly fine answer to give to an old friend who calls to ask whassup. But if that’s how you describe what’s going on in your

FYI: Go for Broke  Aug 01, 2001 9:30 PM By MCM staff

Got spare cash? Spend it on customer service, advises a Jupiter Media Metrix study. The number of people seeking online customer service is expected to

Underwater Basket Weaving  Aug 01, 2001 9:30 PM By MCM staff

People of a certain age will remember this: Back in the ’60s and ’70s, UBW was the kind of course you supposedly took in college if you were part of the

SHORT TAKES: Snake Oil  Jul 01, 2001 9:30 PM By David Pluviose

A software vendor tells you he has a CRM package that will double your customer base and quadruple your profits in 90 days. Don’t buy it! According to

HOW DOES YOUR CALL CENTER GROW?  Jul 01, 2001 9:30 PM By MCM staff

The rows of tomatoes you plant as seedlings in your back yard or the flowers you lay out every spring in geometric patterns to impress your neighbors

FYI: All By Myself  Jul 01, 2001 9:30 PM By MCM staff

 

SPLIT PERSONALITY  Jul 01, 2001 9:30 PM By MCM staff

An automated e-mail response costs about 25 cents per incident, compared to $1 for knowledge-based self-service, $6 for interactive voice response, $8

Lip Service  Jun 01, 2001 9:30 PM By Rama Ramaswami

You may like your VOIP with a dash of CRM, but most contact centers go for the online meat and potatoes, as our special benchmark report reveals






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