- August 28, 2007
Launching a new CRM program or jump-starting an existing one requires a careful self-assessment of processes and technology, according to a recent report.
- 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 26, 2007
Call centers are seeking to improve the customer experience by identifying and measuring customer emotions. Call center agent training and carefully crafted customer surveys can improve the emotional connection with customers, but the business is ...
- April 12, 2007
Microsoft is planning to offer on-site, multi-tenant CRM hosting, and Gartner is predicting that companies will move between single- and multiple-instance CRM architectures.
- January 03, 2007
CRM managers need to monitor and steer a CRM project after the implementation to ensure success, according to Gartner.
Sponsored by Zendesk - With the world changing at lightning speed, agile support teams are finding ways to quickly adapt to the changing needs of their customers and their agents. See More
Sponsored by Zendesk - Agile companies are pouring resources into online health centers, and with good reason. Anticipating and answering your customers’ most common questions helps to tame spiking tickets when teams are inundated or when staffing levels are low. More than 60 percent of agile companies (those who have kept resolution times stable, despite a surge in tickets) in our Zendesk Benchmark dataset have added new articles in recent months, while 15 percent have increased their staffing to ensure that content reflects the changing needs of their customer base. See More
Sponsored by Zendesk - There’s no magic formula for agility. What works for your team (and your customers!), may not work for everyone else. But for teams that have continued to respond to customers just as quickly as they did before the pandemic, one clear strategy has emerged: agile companies are prioritizing speed above all else. And they’re using live channels to do so. See More
Sponsored by Zendesk - If 2020 had a breakout star, messaging would be it. Usage of channels like WhatsApp and SMS (text) has grown faster than any other this year. And increasingly, customers are signaling that they want the convenience and familiarity of channels they already use in their personal lives. See More
- November 21, 2006
Customers aren't just a focus at KarmaLoop, an online apparel retailer; they market and sell the product as well.
- November 09, 2006
Managers can keep agents motivated by starting off right with hiring, putting trust in agents and sharing budget concerns with call center workers.
- April 28, 2006
NICE Systems made a significant move into the contact center workforce management market today, announcing plans to acquire two leading vendors.
- August 04, 2005
SSA Global will initially focus on selling Epiphany CRM to its existing customer base and that could spell bad news for Epiphany customers, according to one analyst.
- July 12, 2005
A self-service portal helps technicians for the automotive giant solve problems themselves before calling for support.
- May 23, 2005
When venturing into direct-to-consumer online sales, an SAP CRM project threatened to spin out of control, but a focus on goals led to success.
- December 30, 2004
Performance management is more than just monitoring employees or technology -- it's about a culture of "continuous improvement."
- December 01, 2004
Data consolidation is moving slowly despite the clear benefits. A successful project requires three main ingredients -- a CEO mandate, enterprise-wide commitment and an investment of time and money.
- September 23, 2004
A successful PRM initiative requires tools that your partners want to use and business processes that are aligned with their needs.
- June 23, 2004
After a delay, Salesforce.com debuted on the New York Stock Exchange this morning. The move is expected to bolster the hosted model and investment in high tech.
- April 14, 2004
After several acquisitions and continued growth, the shipping giant absolutely, positively needed a better way to listen to its customers.
- March 29, 2004
Vertical software isn't a magic potion, according to consultants Don Peppers and Martha Rogers. They offer some advice on how businesses can differentiate themselves within their markets.
- January 28, 2004
Vendors like SAP are touting the potential benefits of integrating RFID with CRM initiatives. But are any visionaries turning that talk into action?
- November 21, 2003
New social-networking applications designed to close deals are based on the premise that every salesperson has a Kevin Bacon or two in their lives, but just need help finding them.
- November 11, 2003
This article will examine the "top twenty" performance measures commonly associated with personnel and the processes in today's multi-channel center.
- November 03, 2003
The new software designed to help Marriott manage bookings will eventually roll out to others in the hospitality industry as part of Siebel 7.7.
- July 18, 2003
This morning PeopleSoft completed its acquisition of J.D. Edwards, throwing another wrench in Oracle's takeover plans.
- October 28, 2002
Since Honeywell Aerospace is made up of many divisions the company has had to invest heavily in data sharing and customer-centric software. Peppers & Rogers found that employee training played a key role its success.
- September 10, 2002
The economy sliced e-mail-marketing projects from many budgets, but the purse strings may now be loosening. Insiders that Peppers & Rogers consulted say getting your campaigns to work requires monitoring, tracking and targeting.
- June 11, 2002
Corporate Information Factory (CIF)
- May 03, 2002
If you're scooping a data warehouse effort, spend the majority of your time understanding the source environment.
- January 07, 2002
- April 18, 2001
CRM is more than buying a box of software and installing it onto a server. CRM requires a good, long look at business processes and objectives.
- February 15, 2001 15 Feb'01
- August 10, 2000
Stephen Diorio, president of IMT Strategies, talks with SearchCRM about the impact rapidly changing technology will have on sales and marketing strategy and management over the next decade.