CRM strategy and implementation
- September 13, 2007
Internal chat, a wiki, and locating its call center in rural New York have helped Partsearch maintain a focus on customer service.
- August 17, 2007
Government agencies are beginning to embrace business concepts and are increasingly turning to CRM to modernize legacy systems and treat citizens as customers.
- August 08, 2007
One marketing department no longer hears "these leads suck" from sales. Lead scoring put an end to that.
- July 02, 2007
NetSuite, an on-demand CRM, ERP and e-commerce vendor, registered for an IPO as it targets SMBs and takes on SAP, Salesforce.com and Microsoft.
- June 26, 2007
Taco Bell's customer service outsourcer calls its agents customer maniacs and rewards them for taking the customer's point of view.
- June 19, 2007
The AAA of Washington and northern Idaho has reduced hold time, doubled agent evaluations and sped up claims processing by recording customer interactions.
- June 01, 2007
Call center expert Donna Fluss gives advice on evaluating and implementing speech analytics technology in this podcast. Fluss offers an introduction to speech analytics and what its implications are for call centers.
- May 31, 2007
Telecom New Zealand has tripled callers' customer satisfaction by using a speech recognition application to deflect and properly route calls.
- May 07, 2007
Many organizations are embracing the concept of remote call center agents, but the most significant concern is how to manage these agents without personal contact from the call center supervisor. In her latest column, Donna Fluss outlines best ...
- April 18, 2007
CDC has added Saratoga to its portfolio of CRM companies. Saratoga joins other recent acquisitions Pivotal and Respond.
- April 09, 2007
A major impediment to building a customer-centric organization is the conflicting goals of the primary customer-facing departments: sales, marketing and service. Somehow, in the drive to achieve goals, each department loses sight of customers as ...
- April 04, 2007
Get the top headlines on CRM for financial services here. Find out more about the top news about CRM and its place in this vertical industry.
- April 03, 2007
RightNow and Salesforce.com have both released vertical versions of CRM recently. On-demand is catching up with on-premise, but both have a long way to go.
- March 22, 2007
The CMO Council outlines the top 10 technology spending priorities for marketers as they face increasing pressure to justify spending.
- March 21, 2007
Three attendees at Microsoft Convergence -- a marketing executive, a customer service manager and a systems manager -- share advice on implementing CRM.