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CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM.   |
CRM
November 15, 2004
Coreen Bailor |
Integration Aids Channel Management Creating true ties with partners helps to optimize sales results. |
CRM
February 2008
Barton Goldenberg |
Multiplicity Means More Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM? |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
PHONE+
Doug Allen |
Q&A With Motorola Channel Chief Mark Kroh Motorola tapped Mark Kroh to become vice president of global channels for its Enterprise Mobility Solutions (EMS) division. In this interview, Kroh talks about his new role, his plans for the PartnerEmpower program, as well as other channel initiatives. |
Pharmaceutical Executive
August 1, 2012
Wendy Balter |
New Approaches to Medical Education Planning Promotional medical education planning used to be able to focus on the science first, without much consideration for delivery channels. Now technology expertise and channel considerations demand an equal share in up-front planning. |
CRM
January 2013
Woody Driggs |
Add Customer Satisfaction Through Analytics Companies need to improve customer value to boost profitable growth, gain insights into customers' profitability and lifetime value, and monitor customer behavior across multiple channels and social media |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
HBS Working Knowledge
June 12, 2006
Rangan & Bell |
The Promise of Channel Stewardship Companies need a new strategy for going to market, says Harvard marketing professor V. Kasturi "Kash" Rangan in his new book, Transforming Your Go-to-Market Strategy. |
Bank Systems & Technology
February 1, 2007
Kere Lewis |
Banks to Explore Channel Optimization In 2007, many banks will explore channel optimization and the alignment of products and services with sales and service delivery channels to balance a positive customer experience with the need to better control costs. |
CRM
December 11, 2010
Gib Bassett |
The Marriage of Mobile and Multichannel Marketing Mobile's central role in the coming cross-channel revolution. |
CRM
October 1, 2006
Lamb & Sakhnini |
Driving Direct Marketing's Next Generation The opportunity for muscular returns continues to grow. Direct marketers must make fundamental changes to navigate this new multiproduct, multisegment, multichannel world. |
HBS Working Knowledge
July 26, 2006
Sean Silverthorne |
The Strategic Way to Go to Market Too often channel strategies develop when a product is ready to go to market. But a last-minute approach leaves a lot of efficiencies and synergies by the wayside, says V. Kasturi Rangan. Enter the concept of the "channel steward." |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
Bank Systems & Technology
November 1, 2006
Nancy Feig |
Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically. |
Bank Systems & Technology
August 24, 2006
Phil Britt |
Living in a Multichannel World As banks decide how to allocate approximately $6.5 billion in investments on retail channels this year, they would be wise to look at how customers use those channels, according to Karen Massey, senior research analyst for Financial Insight. |
CIO
April 29, 2013
Kate Leggett |
Why CIOs Should Invest in Happy Customers It's time for CIOs to find out which communication technologies customers prefer, and give customer-service reps the data they need to answer questions, says a Forrester analyst. |
Bank Systems & Technology
November 3, 2009
Maria Bruno-Britz |
In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
July 2013
Barton Goldenberg |
Happy Agents, Happy Customers Increased agent productivity leads to increased satisfaction. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
HBS Working Knowledge
May 31, 2004
Manda Salls |
The Strategic Role of Marketing In the book Marketing as Strategy, London Business School's Nirmalya Kumar argues that marketing must help drive organizational change. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
Bank Systems & Technology
December 21, 2009
Melanie Rodier |
Banks To Increase Focus And Budgets On Online Banking in 2010 A new report from Aite Group reveals that executives will increase their budgets for online banking next year. |
CRM
July 1, 2006
Colin Beasty |
Business Problem: Marketers Are Failing to Drive Revenue and Market Penetration From Their Current Campaigns. Tech Solution: Marketing Campaign Optimization Tools -- Aprimo Marketing Performance Management... Unica Affinium Campaign Optimize... SAS Marketing Optimization... |
CRM
August 1, 2009
Marshall Lager |
Channeling My Frustration Words, words, words. Why don't they mean what they used to? |
CRM
David Myron |
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream For a truly unified omnichannel environment to exist, a company must connect all of its interaction channels so a customer can traverse them without losing any data. |
CIO
June 15, 2002
David L. Margulius |
Maximize Everything Now The latest optimization tools can help you get every dollar out of your operations. |
CRM
October 5, 2012
Kyle Lacy |
The Future of Marketing Strategy Embracing the cross-channel approach is the only option. |
CRM
January 2008
Marshall Lager |
Fine-Tuning the Channel They're not exactly employees, and they're not quite customers, but your channel partners can be equally important - and you can't just direct them by remote control. |
CRM
June 2012
David Myron |
Take a Healthy Approach to Social Media Social media is emerging as a viable forum for sales, marketing, and customer service professionals to connect with customers. But be careful not to treat it as "just another service channel." |
CRM
May 2010
David Rich |
The New Behavior of the Social Customer By integrating social CRM and customer strategy, you can improve your market position with better services, lower operating costs, and higher performance. |
CRM
December 28, 2012
Atri Chatterjee |
The 21st-Century Small Business Maven Five digital marketing strategies that will help you take your business to the next level. |
CRM
February 2015
Robert Wollan |
It's Time to Tear Up Your Sales Playbook Stay relevant in today's competitive market with these five tips. |
CRM
July 2014
Sarah Sluis |
4 Ways to Master Omnichannel Selling Salespeople must track the customer journey across multiple channels and be more collaborative than ever. |
CRM
August 12, 2010
Glen Manchester |
Multichannel Is Not Enough: 6 Steps to Engaging Customer Communications Context and relevance are critical elements to maximize customer engagement and loyalty. |
PHONE+
May 22, 2009
Cara Sievers |
Q&A With One Communications' Channel Chief Michael Fair In order to facilitate more closely focused and more localized channel management, Massachusetts-based One Communications, announced plans to grow its channel management team by 50 percent this year. |
Bank Systems & Technology
February 1, 2007
Neil Underwood |
The Seamless Experience 2007 is the year when banks will be forced to perfect the customer experience by integrating contact points to create a seamless environment. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
April 8, 2011
Mike Morgan |
CRM Is Only Half of the Story Ensuring your sales team is on your side |
CRM
January 4, 2013
Leonard Klie |
It's Not Too Late to Start on Social A report from DMG Consulting outlines steps companies need to take to address issues on social media. |
| PHONE+ |
Q&A With Lightyear Channel Chief Kevin Parker A PHONE+ interview with Kevin Parker, vice president of sales for Lightyear Network Solutions, about his plans for the company's indirect sales channel. |
The Motley Fool
June 7, 2010 |
United Airlines Switches to Microsoft Zune Channels United Airlines has just started to replace Sirius XM Radio with Microsoft's Zune channels. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
PHONE+
September 16, 2009
Lynn McCullough |
Agents Identify 7 Best Practices for Channel Managers Agents share their points of view on what can be done on a daily basis to ensure the best possible customer experience. |
Home Theater
April 23, 2010
Mark Fleischmann |
Satellite HD and 3D Channels Grow Both DirecTV and Dish Network beef up their high-def content. |
| PHONE+ |
US Signal Selected as a PHONE+ Top 50 Channel Program US Signal is a full-service fiber-optic solutions provider, offering a wide range of carrier-class telecommunications solutions to carrier, wholesale and enterprise customers throughout the Midwest. The company was selected as a Top 50 Channel Program. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
