| Editorial |
 Mastering the Customer Experience
Focusing on the customer is not something new. Customer Relationship Management theories embraced in the 1990’s hold true today — the operational, collaborative and analytical aspects of the ‘CRM Ecosystem’1 still need to be adopted and adhered to.
Read more... | |
| Experts Corner |  CRM investment is wasted if the intelligence it delivers fails to influence despatched communications. How can businesses ensure that money spent on CRM analytics actually begins to benefit the messages that are delivered to customers and prospects?
David Jefferies, Marketing Director, Pitney Bowes
Read more... |
|
| 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 |
|
|
|
| |  | | Kate Leggett, Director of Product Management & Knowledge Management , KANA | |  | | | I’ve been with my bank for a very long time — not out of loyalty, but out of convenience as there is a branch within blocks of my home. With them, I have a checking account, a savings account, several CD’s and they have held my primary mortgage for the last 10 years.(read more) | | 31 July 2006 |
| | | |
| | | | Randy Saunders, Marketing Director, Cincom Systems | |  | | | Customer experience, and by extension the ongoing business relationship with any customer, lives and dies at the point of contact. All the glossy advertising in the world cannot compensate for a consistently weak experience.(read more) | | 18 July 2006 |
| | | |
| | | | D.Blake Cahill, VP Marketing & Product Management, SafeHarbor | |  | | | Is your Web self-service giving your customers what they want? For some companies today, a full 80 percent of customer interactions are occurring in the Web self-service channel, keeping customers satisfied and lowering overall support costs.(read more) | | 26 June 2006 |
| | | |
| | | | Teresa Jones, Senior Research Analyst, Butler Group | |  | | | There has been much hype and discussion around the concept of Service Oriented Architecture (SOA), but a lot of it is related to different software vendors’ technology propositions and often bears little relationship to some of the real world considerations of organisations that are facing day to day challenges.(read more) | | 07 June 2006 |
| | | |
1 2 3 4 5 6 7 8 9
10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 |
|
|
|
|
by Document Type
