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Editorial
How to Capitalize on Social Networking Sites
Customer loyalty has a lot to do with thought leadership and social networks provide an excellent avenue for that. They’re also a great way to gain customer input on product and service development — and of course, to reinforce brand messaging. In addition, consumers trust other consumers more than they trust brands themselves.
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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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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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Customer Relationship Management (CRM) Today - Highlights Customer Relationship Management (CRM) Today - Highlights
Self-Service Banking – Not Your Usual Experience
Kate Leggett, Director of Product Management & Knowledge Management , KANA
I just moved my money to a new bank – a non-traditional, internet bank where all business is done via web self service or email, and I have yet to speak to an agent. Even without the traditional personal touch, I feel good about this bank. They seem to know who I am, what I want and so far have delivered exactly what I need.(read more)
26 June 2007
 
Less is More: How, and why, one-to-one colour direct mail is on the rise
Patrick Headley, Sales Director, GI Direct

At the millennium, personalised targeted direct mail was by no means unknown, but it was certainly a minority activity. Variable enclosure had taken off by this stage, trying to capitalise on the targeting and segmentation possible at the database level. High quality, personalised colour print, where text, images and whole sections of content can be varied according to the recipient’s profile, was only being used by a handful of pioneers and early adopters. Now the whole scene has changed.(read more)

12 June 2007
 
Driving Effective Integration Between Sales and Marketing
Greg Anderson, Senior Director, Products, Front Range Solutions
Successful selling relies on effective integration between the sales and marketing departments within businesses. In the past, the two functions have often been at odds. Sales has typically been sceptical about the quality of leads provided by marketing. For its part, marketing has frequently been unimpressed by sales’ commitment to following up leads.(read more)
03 May 2007
 
Technical Must-Haves for Hosted Contact Center Implementations
John De Regnaucourt, Engineering Manager, Cincom Systems

How many people vow to put themselves or their family on a budget? Almost everyone. Yet, few people actually stick within the confines of that budget and make better financial decisions. Why? Many budgets don’t consider the unexpected. Whether it’s because of a car repair or a broken tooth, budgets that spend every dollar of income with no wiggle room are doomed to fail.(read more)

16 April 2007
 
Emphasizing the “C” in CRM: Ingredients for Customer Service Success
Philippe Gaillard, President & CEO, Neocase
A fundamental goal of CRM is to improve long-term growth and profitability through a superior understanding of customer behavior. Here, CRM examines all aspects of the interactions a company has with its customers and involves the implementation of methodologies and technology to help an enterprise manage its customer relationships in an organized way.(read more)
08 March 2007
 
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