| Experts Corner |  Communicating intelligently with existing customers is critical, and marketing spend is heavily weighted towards this pool. But businesses cannot afford to neglect prospecting activity. So, what techniques can businesses adopt to ensure that the search for new customers is both targeted and cost-efficient ?
David Jefferies, Marketing Director, Pitney Bowes
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| Highlights |
 Getting Off on the Right Foot: Avoiding Common Master Data Management False Starts
Companies wishing to start a master data management (MDM) project may be unsure where and how to begin. After all, MDM is a journey and success or failure at the first step either defines or dooms the further evolution of the project.
by Ravi Shankar, Director of Product Marketing
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| Abstract: The report highlights how San Antonio integrated its existing work order systems to create the new 311 call center, the system’s unique features, and how it has been used to reach out to citizens to help the city better respond to their needs. The report covers how new data are being generated by the system, and in turn, used by city departments to improve performance. San Antonio’s use of service level agreementsto ensure city departments respond to service requests in a timely manner is also discussed. |
| Topics:
Customer Service | | | CRM Methology:
CRM Implementation | |
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| Abstract: The provision of excellent customer service is a hot topic within the banking sector, with many institutions criticised for using overseas providers. However, there are cost effective alternatives and when Saffron Building Society investigated the options for their customer contact, they discovered that Message Pad could offer far more than just technology or an outsourced service. |
| Topics:
Customer Service | Call Centers | | | CRM Methology:
CRM Implementation | |
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| Abstract: Vodafone turned to IEX Corporation, a subsidiary of NICE Systems Ltd., to improve their organization's approach to workforce management. The aim was to boost scheduling efficiencies, increase adherence and gain much needed visibility into operations to ensure they had access to information needed to make timely decisions. |
| Topics:
Customer Service | |
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| Abstract: All teachers in Maryland must apply for certification, not only when they begin to teach but continuously throughout their teaching careers. Historically, managing this certification process has been a labor-intensive records management function that has provided little in the way of customer service.To assist MSDE, Invoke Systems created a new educator information system (EIS) based on Microsoft Dynamics CRM software. |
| Topics:
Customer Service | | | CRM Methology:
CRM Implementation | |
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| Abstract: As a charitable organization, Barnardo’s relies on donations to fund its important work with young people. Donations are solicited through a large number of fund-raising and direct marketing activities, which makes accurate customer information key to the successful campaigns. “Barnardo’s works with several million loyal supporters who are held on a central database, and it is critical that the integrity of the data is maintained,” explains Ann-Marie Smith, Barnardo’s IT Manager. |
| CRM Methology:
CRM Implementation | |
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