The Importance of Knowledge-based Customer Recognition
Poor customer recognition can have a direct, negative impact on your customers
CRM
New dogs learn old tricks
One of the most telling examples of how far e-commerce has evolved in the past decade happened this summer at the eTail 2007 conference in Washington.
Desperately seeking CRM
Managing customer relationship management used to be pretty simple. Most shopkeepers knew their patrons personally. They lived in the same community,
THE ERP EDGE
Merchants juggling multiple selling channels have enough challenges these days
Making Screen Pops Pop
Screen pops are basically any technology, including interactive voice response (IVR), automatic number identification (ANI), or computer telephony integration (CTI), that presents corresponding data
Resource Guide: Enterprise Content Management Solutions
Digital content management is so 20th century. Just as online marketing has given way to Web 2.0, digital content management has evolved into enterprise content management, or ECM.
Top Five CRM Deployment Mistakes
As companies become more sophisticated about customer relationship management, we
Best Practices in Data Mining: The Second Five Commandments
Data mining is enhanced, often dramatically, when the source data are improved. The ultimate goal is for data mining to be performed off a platform that
L.A. Confidential: Contact Center Roundtable
In February, Multichannel Merchant escaped the winter storms of the Northeast and jetted to sunny West Hollywood, CA, to discuss contact center management with a group of multichannel executives. Although the participants represented diverse merchandise categories, the challenges they face running a contact center and improving customer service are universal.
The Software Corner
The director of Ventnor, NJ-based consultancy Marketing Systems Analysis, Ernie Schell takes a quarterly look around the changing software landscape for MULTICHANNEL MERCHANT/OPERATIONS + FULFILLMENT.