MULTICHANNEL MERCHANT » MARKETING
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
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
Birmingham, AL–By February 2002, the Saks Folio apparel and home decor catalogs and the Bullock & Jones men’s apparel book will cease to exist. Parent
Companies are realizing that the most significant investment they can make is not in their databases or computers, but in their customer service staff
When trying to figure out where you’re going, sometimes it helps to look at where you came from and how you got to where you are today. With that in mind,
Hard landing for retailers; e-tail rouge; some noir; pay more for phone services
What are the top trends in warehousing for 2002?
Get a bucket, shake, and pour. Blending your choice of new technologies can create a customized solution for your contact center
Pay up or lose: An in-depth look at the soaring costs of electronic customer relationship management
We admit it: We used those shockingly red lips on our cover to grab your attention. But what’s in our special section on contact centers is attention-grabbing as well.