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Customer Relationship Management

Issue Date: 02/01/2006

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1. how Sales Teams should use CRM HEADNOTE Different positions within a sales force require different functions from an SFA system, and tailoring to fit those functions is a big part of ... (PERIODICAL ARTICLE) 2. 6 common contact center mistakes HEADNOTE We tapped contact center industry experts to discuss common gaffes and ways to avoid them and get back on track Companies spend millions on ... (PERIODICAL ARTICLE) 3. SOA simple HEADNOTE CRM EXAMINES SERVICE-ORIENTED ARCHITECTURE AND ITS GROWING IMPACT ON THE APPLICATIONS LANDSCAPE IMAGE PHOTOGRAPH 1 Service-oriented architecture (SOA) has been part of the enterprise ... (PERIODICAL ARTICLE) 4. From Great to Gruesome HEADNOTE A superb customer experience takes a turn for the worse I AM ALWAYS HAPPY to commend great customer service, but some companies simply aren't ... (PERIODICAL ARTICLE) 5. The Future of CRM: Real Time HEADNOTE Always on, always connected, will be the prevalent way to conduct business in 10 years I SUMMARIZED the impressive accomplishments of CRM over the ... (PERIODICAL ARTICLE) 6. SERVICE YOUR WAY HEADNOTE Personalizing service can enhance the experience and spur revenue Tailoring the customer experience can help contact centers turn service calls into revenue-generating opportunities. At ... (PERIODICAL ARTICLE) 7. OPTING FOR OPT-IN HEADNOTE ON THE SCENE HEADNOTE Asking customers what kind of marketing materials they want helps build relationships and response rates Opt-in marketing is more than ... (PERIODICAL ARTICLE) 8. The On-Demand Influx HEADNOTE Industry pundits expect Google and Microsoft to shake up the market IMAGE ILLUSTRATION 1 As customer interest in ondemand software continues to grow, so ... (PERIODICAL ARTICLE) 9. Tracking Customer Behavior HEADNOTE Understanding how individuals view Web sites can prevent them from going to competitors when transactions fail Online transaction failures that force customers to abandon ... (PERIODICAL ARTICLE) 10. CONNECTING IN PHILLY HEADNOTE An accounting firm extends its contacts throughout Pennsylvania IMAGE PHOTOGRAPH 1 Like many other professional services companies. Parente Randolph (PR) lacked a central repository ... (PERIODICAL ARTICLE)
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