Highlights from an in-depth study of Contact Centers in catalog, retail, and e-commerce operations
Business conditions have changed considerably in the two years since we conducted our last study of contact centers, but the latter have been slow to
CRM
Matrix Reloaded
Direct-to-customer catalog management software saw a number of changes during the past year. Computer Solutions and Best Software collaborated on extending
The CRM Balancing Act
If only there were a simple answer to the question How many times should I mail my customers and prospects? But because marketers have so many influences
Catalog CRM: On the Road to a Return on Investment
Customer relationship management (CRM) solutions promise integrated systems, loyal customers, and unforeseen profits. Unfortunately, something is missing
Five Experts in Search of an Author
Maybe it was fate. Or perhaps, serendipity. Either way, as I prepared to write this story I had several very different encounters with contact centers.
Contact Center to Fulfillment: It’s Logically Seamless for ClientLogic
Read O+F’s recent interview with Amit Shankardass, Solution Planning Officer for business process outsourcer ClientLogic. Topics covered include the role of business process outsourcing, the current economic outlook, new technologies such as RFID and SMS, and the nitty-gritty economics of the growing phenomenon of offshore job migration.
Contact Center to Fulfillment: Logically Seamless for ClientLogic
Read the first part in O+F
Customer Retention: Simple yet Sophisticated
It’s my contention that retailers are more likely to have better customer retention programs than catalogers. Direct marketers have all of their customers’
The Not-So-Chic Customer
Stereotypes have their uses. Where would we be, for instance, without the parcel or the order size? It’s a little riskier, though, to pigeonhole customers.
People News
Warren, PA-based apparel and home products cataloger Blair Corp. appointed Cynthia Fields to its board of directors. Fields, currently president of catalog/retail