| 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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| Books | Implementing CRM: From Technology to Knowledge
This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or...
by David Finnegan, Leslie P. Willcocks
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| |  | | By Kate Leggett, Director e-Service Product Strategy, KANA | |  | | | My friend Jennie who had founded a company called Vokalize, recently died. Her company’s mission was to amplify the voice of customers, and her business card read “Amplifier.” Her death made me think hard about the importance of the mission of her company and made me wonder how the power of the collective voice could be leveraged as an asset in customer service.(read more) | | 04 February 2008 |
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| | | | By Richard Brown, VP Sales - EMEA, Interactive Intelligence | |  | | | Until recently, businesses would nod sagely about the need to ‘improve the customer ‘journey’ yet, when it came to taking investment decisions, the harsh reality was that the customer would be all but forgotten in the drive for greater operational efficiencies and a better bottom line.(read more) | | 04 January 2008 |
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| | | | By Kate Leggett, Director, e-Service Product Strategy, KANA | | | | | | As I embark on this holiday season, once again I realize that all my shopping will be done online. Recently, I have grown enamored with Web 2.0 social shopping sites that provide a targeted, and personalized experience for time-starved individuals like myself.(read more) | | 03 December 2007 |
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| | | | By Yolanda Noble, CEO, dsicmm Ltd | |  | | | Customer relationship management, or CRM, has had as one of its first and major principles the idea of treating customers consistently and appropriately “across all touchpoints”. However, until recently, the range of touchpoints has conveniently missed out two essential areas of regular contact – namely statements or bills, and the checkout.(read more) | | 15 November 2007 |
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| | | | By Matthew Crook, CEO, SalesCentric | |  | | | The biggest challenge faced by many CRM resellers is the negative reputation that often comes with the software. Gartner estimated that more than 50 per cent of all CRM implementations were deemed failures in 2006.(read more) | | 31 October 2007 |
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