Financial institutions are increasingly using customer management solutions with sophisticated front-office analytics capabilities that allow them to better slice and dice their customer data and use this insight to segment their clientele for better targeted selling opportunities.
The problem with CRM integration today exists because companies forget that CRM is an integral part of their overall business ecosystem. The solution is intragration. For a CRM application to be truly effective it needs more than integration: It needs to be intragrated into the enterprise.
With CRM analytics run as a business activity, the results are actionable within your company's operational framework, and they have the greatest impact within your company's business model.
KM has irrefutable value beyond the contact center.
Organizations must be able to update and access valuable customer data in real time.
A new breed of middleware systems consists of software that pulls together much of the new and old technology found in call centers, and adds new functionality for the changing legislative, regulatory, and security landscape.
As CRM implementations move beyond just collecting customer information and reporting on it, a fundamental driver for many organizations is the desire to better understand their customers' needs and preferences.
It appears the challenge and solution to raising CRM awareness is another type of CRM: community relationship management.
The pressure to move significant amounts of support to the Internet is coming from all sides: business managers wanting to cut costs and customers desiring to get immediate help and the satisfaction of solving problems themselves.
Pricing is an enormously complex issue that incorporates costs, competitors, and customers. It must also accommodate profitability goals, product lifecycles, and operational capabilities, all affected by the wild card of psychology.
Surveying has been never more crucial than it is today.
Industry observers expect portability to increase churn in 2004 as carriers iron out technical glitches and more consumers come off contract, enabling switching without financial penalty.
B2B CRM must be extended to address the needs and wants of extended selling teams, their customers, and their prospects.
Understanding that not all your employees can be expert linguists, name-recognition technology solves the difficult task of deconstructing names to gather detailed information about a name's origins, its culture, and the meanings of terms in the names.
There's been a sharp growth in the volume of information available to help make informed purchasing decisions--it's considerably more than anyone can possibly filter for a "correct" decision.
It is important to recognize that a knowledge base can help achieve multiple corporate goals.
Customer-based measurements enable business leaders to not only understand the satisfaction and loyalty levels of key customer groups, but also help build programs and initiatives that foster stronger relationships with high-value customers.
Your salespeople can create consistent, winning proposals in minutes by using proposal automation software.
The key to successfully integrating the enterprise with the contact center is through a two-prong approach: Establish a core customer interaction recording foundation and integrate process improvement and direct revenue-supporting activities.
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