| Experts Corner |  Having spent the money to identify our online customers, how can we maximize that investment by knowing the best time to reach them?
David King, Fulcrum Analytics
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| Highlights |
 Q&A with Vivek Thomas, President, Maximizer Software
Vivek
Thomas joined Maximizer in
2002 and began serving as the CRM software provider's president on June
first of this year. He graciously agreed to an email interview with CRM2Day
about the current state of the CRM market and Maximizer's plans for the
future.
by
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| Author: By Tim Kraskey, VP of Marketing and Business Development, Calabrio, Inc. |
| Company: Calabrio, Inc. |
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Format: HTML |
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| Abstract: In a downturn, many businesses turn to cutbacks to survive – whether
in terms of budget, staff, or training reductions. Unfortunately, customer
service can suffer as a result. But it is just as important to put as much
energy – or more – into customer satisfaction and retention during
hard economic times. After all, it is always less expensive to keep the customers
you have than to acquire new ones. Research shows a direct correlation between
the quality of a company’s customer service and its stock price. Unhappy
customers lead to unhappy shareholders, and poor customer service is bad business. |
| Topics:
eCRM | Customer Service | |
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| Author: By Kate Leggett, Director e-Service Product Strategy |
| Company: KANA |
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Article
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| Author: By Joe Taylor Jr. |
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Format: HTML |
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| Abstract: In a recent post at the CRM
Software Blog, Joe Taylor Jr. discusses how
companies can prevent conflict between service providers and their customers.
"As companies use the new year to set new standards for the
relationships between customers
and
service
professionals,
another
interesting
thread has
emerged in
the mainstream media. What if the customer's not always right? What if the
customer's wrong?"
He advises using CRM tools to track the long-term relationship
between businesses and customers.
"In many call centers, audio recordings of
conversations can now be attached to customer records within CRM software databases...some
stores even allow front line service personnel the ability to attach notes
to transactions, flagging questionable behavior or potential
miscommunications."
Using a CRM system allows businesses to see a customer's history at a glance,
aiding the goal of clear communication.
Taylor concludes, "The more information you have in your CRM software about
a customer, the better a decision you can make when faced with a service recovery
issue."
Read more at the blog here. |
| Topics:
Customer Service | | | Industry:
Finance | Telco | Retail | Utilities | Government | Healthcare |
| CRM Function:
Customer Profitability | |
| CRM Methology:
CRM Strategy | |
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| Author: By Pivotal |
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Doc Type: White Paper
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Format: PDF |
Size: 156 kb |
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| Abstract: The meltdown of the sub-prime mortgage industry hit the housing and financial markets hard, but its ripple effects, combined with general economic uncertainty, have resulted in a slowdown being felt across industries and around the world.
But even in a time of uncertainty and contraction, smart companies can find opportunity and growth. The secret lies in the invaluable assets your company already has: your customers.
In this whitepaper from Pivotal, read how your organization can use customer-centric strategies and CRM tools to do more with less, not only surviving, but thriving, in a time of economic uncertainty. |
| Topics:
Customer Analytics | Relationship Marketing | Customer Service | Web Services | | | Industry:
Finance | Telco | Retail | Utilities | Government | Healthcare |
| CRM Methology:
CRM Strategy | CRM Overviews | |
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| Author: By Maximizer |
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Doc Type: White Paper
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Format: PDF |
Size: 204 kb |
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