The Customer Relationship Management Vision: It Starts with Relationships Michael Chuchmuch
An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the mystery out of what makes an effective CRM vision. The secret? It’s all about people and relationships.
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Customer Data Integration: A Primer Lyndsay Wise
Customer data integration (CDI) involves consolidation of customer information for a centralized view of the customer experience. Implementing CDI within a customer relationship management initiative can help provide organizations with a successful framework to manage data on a continuous basis. 記事を読む
Bolstering the Call Center with Service Resolution Management Processes P.J. Jakovljevic
Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates. 記事を読む
Using Demand to Modulate Consumer Packaged Goods Supply Networks Subramanyam Venkataraman
Traditionally, the consumer packaged goods supply has been driven to market mostly by upstream manufacturers. But progressive companies are realizing the enduring value of being driven by the market, and they are starting to use demand as a guiding light. 記事を読む
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