| 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. Read more... | |
| 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 Read more... |
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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 Read more |
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| |  | | 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 |
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| |  | | 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 |
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| |  | | 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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