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MULTICHANNEL MERCHANT » MARKETING
What should you be measuring in your e-mail acquisition and retention campaigns? Click rates? Open rates? Revenue per e-mail? E-mail metrics have been
The cover of a catalog says, with ruthless competitive truth: Whatever it is, you can get it on eBay. Oh, eBay has a catalog? You bet it does, and it’s
Why won’t they give me the resources I need? They hired me to do a job, they give me all these goals, and then they won’t give me the staff/budget/IT/authority/fill-in-the-blank
Recently e-commerce media buzz has focused around click-to-call technology, with Internet search giants Google and Yahoo! testing ways to enable immediate
If you’re seeking a system, we’re here to help with our annual review of order management software (OMS). Granted, wading through a list of companies
Within the contact center space, voice over Internet protocol (VoIP) has been hyped a long time, says Gary Barnett, the Chicago-based chief technology
Determining how a company is going to transport product through the supply chain from the source to the customer is a complex challenge. It is more crucial than in the past, due to global sourcing and the multichannel nature of business. A multichannel merchant not only has to track inbound goods from offshore and domestic vendor, but it also has to handle outbound small-package delivery, often using zone skipping and vendor drop-shipping; replenish stores; cross-dock store receipts and in the warehouse to fill catalog and Web backorders; transport, consolidate, and process returns regardless of the channel where the customer purchased the product; and provide warehouse-to-warehouse transfers, inter-store transfers, and retail sends directly to the customer and receipt of goods at the warehouse closest to the vendor.
No one can argue with the need to keep a firm grip on costs, but indiscriminately moving customer traffic to a company’s Website or haphazardly outsourcing contact centers can make them less rather than more effective. The key is to develop a customer service strategy that successfully balances costs, revenue, and quality.
As a high-maintenance catalog shopper, I can be a customer service nightmare
Cooperative database models are becoming an ever-increasing share of catalogers
by Niko Lutkins
Posted 1 day ago
by Liat Fuchs
Posted 2 days ago