Business Exchange
Ben & Jerry's savors CRM
Publication: KM World
Date:Wednesday, September 1 2004
Date:Wednesday, September 1 2004
Some knowledge is more fun than others. Take, for example, the ingredients found in a pint of Cherry Garcia.
Ice cream maker Ben & Jerry's (benjerry.com) has deployed customer relationship management technology not so much to indulge customers' appetite for chocolate chip cookie dough as to indulge their thirst for information regarding its products.
On-demand CRM solutions and professional services from RightNow Technologies (rightnow.com) have enabled Ben & Jerry's to use its online knowledgebase to respond to customer questions that concern anything from the ingredients in a flavor of ice cream to special company promotions like Free Cone Day.
Ben & Jerry's has achieved a knowledgebase efficiency rate of 99.7% through the use of its solution, RightNow says. Effective use of the Web has also reduced inbound e-mail volume to Ben & Jerry's to less than 10% of what it used to be.
In addition, make sure to read these articles:
- Online Requests to Increase
- ICT GROUP and RightNow Technologies Join Forces...
- RightNow Technologies and Trustedanswer.com...
- The Sweet Taste of Success
- Correction
- Getting There Is Half The Customer Satisfaction.
- The Demand for On-Demand CRM
- Statistically Speaking
- How to...SELECT THE RIGHT PEOPLE FOR A CRM...
- Ben & Jerry's, Now Free & Fair!
- Happiness Is...Free Ice Cream! Ben &...
- REMINDER/Happiness Is...Free Ice Cream! Ben &...
- ON MINIMIZING SOFTWARE COMPLEXITY.
- NEWSTREAM.Com Digest: Shopping the Net by Phone,...
- Heard & Overheard
In addition, make sure to read these articles:
- Online Requests to Increase
- ICT GROUP and RightNow Technologies Join Forces to Offer Internet Self-Service Solutions.
- RightNow Technologies and Trustedanswer.com Form Strategic Alliance.
- The Sweet Taste of Success
- Correction
- Getting There Is Half The Customer Satisfaction.
- The Demand for On-Demand CRM
- Statistically Speaking
- How to...SELECT THE RIGHT PEOPLE FOR A CRM STRATEGY TEAM
- Ben & Jerry's, Now Free & Fair!
- Happiness Is...Free Ice Cream! Ben & Jerry's Celebrates 25th Birthday with 25th Annual...
- REMINDER/Happiness Is...Free Ice Cream! Ben & Jerry's Celebrates 25th Birthday with...
- ON MINIMIZING SOFTWARE COMPLEXITY.
- NEWSTREAM.Com Digest: Shopping the Net by Phone, PalmPilots in Cars, Ben & Jerry's...
- Heard & Overheard
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Succeeding with the business transformation that accompanies CRM requires a dedicated project team. Consider these four strategies when putting yours together. 1. Secure Sponsors, Not ......
New Flavors, Including Fair Trade, Launch Global Free Cone Day on April 17(th) BURLINGTON, Vt. -- Your local Ben & Jerry's has been hard at ......
To download high-resolution, print-ready JPEG images, click on the thumbnail image above. WARNING: these images are very large (800K+) Click here for caption Photo Editors/News ......
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Business Editors NEW YORK--(BUSINESS WIRE)--April 18, 2000 There's new material available to journalists from Newstream.com! Journalists can visit http://www.newstream.com now to download FREE multimedia content ......
"We do not believe in the myth of unprofitable customers in the name of market share. Customers who do not appreciate your value or price ......
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