Batten down the hatches

| MCM staff

The people at Orient Expressed thought they were ready for anything. We knew that we would be able to contact each other in the event of a disaster, says

MCM E-Special Report: Get a handle on site abandonment

| MCM staff

Most marketers understand that Website abandonment is a problem, but they don’t always know how bad it is. The 2007 Harris Survey of Consumer Behavior Online, sponsored by online software and services provider Tealeaf, reveals that 42% of consumers abandon a site when they experience problems.Some customers are using your site for research before heading to your store or picking up the phone to order. Or the quality of traffic on your site may have more to do with the problem. It’s the seemingly qualified customers who abandon that you need to be concerned about. Multichannel Merchant’s e-special report tells you where site abandonment stands, why it happens, and what you can do about it.

The Case for Yard Management Systems, Part II

| Mike Pujda

This is the second in a two part series on yard management. Last week we focused on how yard management can quickly move product through the distribution center. This week, we’ll discuss the role technology plays.

The Case for Yard Management Systems

| Mike Pujda

The vast yards around distribution centers and warehouses often have the reputation of being inefficient and relying too heavily on manual labor. But the best-performing operations realize the significance of solid yard management to company profitability.

Having Her Say: Customer Service is Declining Again

| MCM staff

According to a new survey from marketing consultancy Hornstein Associates, customer service standards have hit an all time low in 2007. E-mail response to customer queries declined 50% since 2002. The report argues that a heavy reliance on technology

E-learning Pays, Part III

| MCM staff

The chief purpose of a call center is to provide the company with efficient, cost-effective customer interactions, but many managers are too busy putting out fires to concentrate on efficiency. Once implemented, e-learning is a time- and organization-saver.