| 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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| Author: By Becky Carlson, Sr. Director, Customer Solutions |
| Company: Medtronic |
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Doc Type: Presentation
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| Pages: 24 | Format: PDF |
Size: 125 kb |
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| Abstract: The right answer for Medtronic is that Premium Customer Service takes precedence over Productivity ANY day.But -in reality, I have to continually improve both service and productivity in my organization –I owe that to Medtronic. I am not judged nor are C.S. employees judged on “quotas”–we are judged on our service level and whether we are successful at continually improving our processes.
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| Topics:
Call Centers | | | Industry:
Healthcare |
| CRM Methology:
CRM Implementation | |
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| Author: By Anita O'Hara, VP, National Quality Assurance |
| Company: Nextel |
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Doc Type: Presentation
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| Pages: 15 | Format: PDF |
Size: 163 kb |
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| Abstract: This presentation focuses on Wells Fargo contact center management strategy and how they achieved strategic and operational success. |
| Topics:
Call Centers | | | CRM Function:
Customer Retention |
| CRM Methology:
CRM Strategy | |
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| Abstract: Do you know..... Your churn rate? Your competitors churn rate? Your customer tenure? Your customer lifetime value? |
| CRM Function:
Customer Retention |
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| Abstract: The Purdue University Center for Customer-Driven Quality Annual Trends Report is an executive report distributed to Affiliate Members of the Center for Customer-Driven Quality. This report is a result of research and observations conducted at the Center throughout 2002. The purpose of this report is to synthesize and analyze all of the information collected into a useable format for contact center executives. |
| Topics:
Call Centers | |
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