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Dialogue vs. discussion: Are you listening to your cust
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Dealing with the uneducated customer
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Positioning yourself as a leading CRM IT professional
Noted CRM consultant and author provides five strategies for IT professionals working in CRM to employ.
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Plan and pilot before a CRM implementation
Planning a well-targeted pilot program can lead to a successful implementation on a larger scale, resulting in ROI faster than a quick - but ineffective - rollout.
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Align the business with customer social media practices
Businesses that follow a detailed social media strategy will reap the rewards of CEM, according to consultant Brent Leary.
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Businesses that integrate social are prepared for CEM
CRM expert Brent Leary tells businesses to train employees and share information among departments before making a splash in social media integration.
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Steps for managing the customer lifecycle
Businesses should improve the internal sharing of information to get a full view of customers, according to Ventana Research analyst Richard Snow.
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Team building in action
For Backcountry.com, an outdoor gear retailer that also runs several one-deal-at-a-time (ODAT) channel sites tuned to sports enthusiasts, team building in the contact center is critical to the comp...