| Experts Corner |  There has been a certain amount of scepticism surrounding CRM in the past, but now it seems like everyone is doing it. Is this the case?
Andy Wood, MD, GI Insight
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| Highlights |
 D Loves E – Integrating direct mail with digital media
It’s safe to say that the internet and other digital channels like email and SMS have been instrumental in driving the communications revolution we’re currently experiencing. For marketers, these new channels present yet another route to customers and have increasingly been part of a brand's overall marketing and communications strategy.
by Thierry Saada, Director of Sector Marketing
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| Abstract: A recently released Harris Interactive study confirms that a bad customer service experience with your company is enough to make a majority of consumers run for the hills. The study reported that 80% of 2,049 US adults surveyed decided never to go back to a business/organization after a bad customer service experience. The study clearly indicates that an organization's customer service level is a defining factor that will make or break a company. |
| Topics:
Customer Service | | | CRM Methology:
CRM Strategy | |
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| Abstract: The sales performance management/incentive compensation market continues to evolve. In the past year, Centive sold its on-premise division to focus on its software-as-a-service (SaaS) product line, and Callidus Software and SAP entered into a strategic partnership. On-demand sales continued to be hot in the space, driven by SaaS specialists Centive and Xactly as well as on-demand plays from Callidus and, more recently, Varicent Software. To help firms select the most appropriate sales performance management solution, Forrester spoke with leading sales performance management (SPM) vendors, vendor-provided customer references, and Forrester clients inquiring about SPM solutions. To get the most value, customers should take the time to determine which core questions to go deep on like vendor stability, product architecture, and industry fit. |
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| Author: By Mary Wardley, Judy Hodges, Albert Pang |
| Company: IDC |
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Doc Type: Research Report
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| Pages: 44 | Format: PDF |
Size: 294 kb |
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| Abstract: Sales compensation has become more complex and critical to an organization’s growth and success. Automating sales compensation not only increases accuracy and consistency but also enables companies to create and manage change within their incentive compensation management process. |
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| Abstract: In the old days, marketing was easier. You commissioned either an advertising programme or a direct marketing campaign, or both. Now these traditional media have fragmented greatly, and a host of new media have appeared — email, web, SMS, sponsored links, blogs, viral campaigns, ambient media, and many more. Fragmentation of media reaching their audiences gives marketers an enormous headache. It also makes it potentially much more expensive to identify, test and roll out the optimum media combination. |
| Topics:
Customer Analytics | |
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| Abstract: More and more responsibility for customer service and customer care is being heaped upon the call centre. Many banks will not put you through to your branch unless first routed through a central call centre. Utility companies all have customer care hotlines printed on their statements. Automotive companies use call centre agents to follow up test drives. And almost every FMCG product has a careline number for that consumers can call with their queries. |
| Topics:
Customer Service | |
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