Four Ways to Use Behavioral Data in E-mail to Reach Your Marketing Goals
Behavioral data are just what they seem
CRM
Resource Guide: Business Intelligence Solutions
To gain a better understanding of the true performance of their sales and operations, more merchants are implementing business intelligence (BI) solutions.
Systems Solutions: 2007 Order Management Software Roundup
Shopping for order management software (OMS) is never fun, but at least we’ve done much of the legwork for you with our annual roundup. We have four new
First Things First: Unify the Service Desktop, Then Implement a Universal-Agent Program
There is not yet a standard definition for a contact center
Developing a Basic Loyalty Strategy
Because customer loyalty tends to lead to retention and advocacy, it
Who’s Afraid of SOA?
Identifying the next big thing in the software world is always a dicey proposition. Too many have proven to be either short-lived fads or expensive sidetracks,
The 10-Year Customer
Lifetime value-based decision making has captured the spotlight recently with the launch of uTango, which promises up to $1 million to couples who meet spending targets over the long term.
Upgrading the contact center
Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support
Five Costly Customer Satisfaction Myths and Misunderstandings
Most multichannel merchants know why customer satisfaction is important. It is understood that satisfied customers are more likely to make repeat purchases, shop more often, spend more money,
Five Essentials of the Integrated Contact Center
Businesses that want to get closer to their customers are transforming their conventional call centers into multichannel contact centers that support telephone, e-mail, and the Web. Multiple technologies must be integrated with a single goal: to improve the way a company does business by enhancing the customer relationship through enriching the quality of the contact.