| 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 technical definition of Integrated Voice Response (IVR) is a telecommunications system that accepts a combination of voice and telephone touch-tone keypad input and provides appropriate responses in the form of voice, fax, callback, e-mail and perhaps other media. Ask anyone on the street and you’ll most likely hear the following definition—“those confounded machines that won't let you talk to humans.” |
| Topics:
Customer Service | Call Centers | |
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| Abstract: As consumers (and after all, everyone reading this report will be both businessperson and consumer) we want to have our cake and eat it. How many social gatherings bemoan the irrelevant telemarketing call, which neither betters the service or product we currently have, nor fits our individual circumstance. Yet many of us have benefited from receiving information on the better value product or service which has either saved us money, or provided a useful extra that we did not have before, or both. This latter phenomenon is less discussed at social gatherings. |
| Topics:
Relationship Marketing | Customer Service | |
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| Abstract: It is well-known and often-stated that the Customer Relationship Management (CRM) industry has a problem - its 'solutions' often don't work properly - or don't work at all. What is less well-known is the underlying reasons why so many CRM solutions have performed so poorly. While gallons of ink have been devoted to the important topic of, business/technology alignment, there have been relatively few studies which look at the technical infrastructure of CRM. |
| Topics:
Web Services | | | CRM Methology:
CRM Implementation | |
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| Abstract: Quris’s View From The Inbox consumer research finds that despite the rise of spam, consumers continue to read and value email from trusted companies. However, given that the growth of new Internet users has been flat for a few years, consumers on average have been online longer and become more discerning about what they are willing to read and respond to in their inbox. |
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Email Marketing | |
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| Abstract: This report presents the results of the 2003 international benchmark survey into Operational Risk Management in the Financial Services industry. The aim was to find out what organizations perceive as the most important operational risks, the current status of risk management, the costs of poor risk management, the benefits of getting it right, and the seriousness with which the sector is addressing the issue. |
| Topics:
Customer Analytics | |
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