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Abstract:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applications that support customer-facing functions and management decision making. That may capture the essence
of what CRM is, but it does not begin to capture why (...)
Excerpt related to
assumptions of call center research:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applic...
Published:
2004-11-08
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Abstract:
For a successful customer relationship management (CRM) implementation, the chief executive officer (CEO) must have an ongoing
role in the process. The project implementer must be aware of common CRM misconceptions, and communicate the nature of CRM
to c-level management. (...)
Excerpt related to
assumptions of call center research:
For a successful customer relationship management (CRM) implementation, the chief executive officer (CEO) must have an ongoing
role in the process...
Published:
2006-11-23
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Abstract:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applications that support customer-facing functions and management decision making. That may capture the essence
of what CRM is, but it does not begin to capture why (...)
Excerpt related to
assumptions of call center research:
Many consultants, vendors, and analysts today define CRM in terms of being a customer-centric business strategy that is enabled
by a set of applic...
Published:
2004-11-08
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Abstract:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable business definitions mapped to the different CRM system schemas throughout the organization. (...)
Excerpt related to
assumptions of call center research:
Making a CRM investment work is a two-step process that begins with unifying disparate systems by creating and managing standardized,
reusable bus...
Published:
2002-12-25
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Abstract:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure that its appetite will remain in check for very long. (...)
Excerpt related to
assumptions of call center research:
While Microsoft might be honest today with its claims of staying away from the true enterprise-level CRM applications space,
no one can be sure th...
Published:
2002-03-08
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Abstract:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, service, and customer satisfaction, will help you realize the benefits of a CRM system. (...)
Excerpt related to
assumptions of call center research:
Developing the competitive edge involves information gathering and communicating. Using a continuous feedback loop that incorporates
sales, servic...
Published:
2005-02-16
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Abstract:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from Windows to .NET, using Internet rather than PCs. Microsoft Business Solutions is now up to its gills with
soul-searching dilemmas, possibly with more issues t (...)
Excerpt related to
assumptions of call center research:
Microsoft’s ambition will be its greatest challenge, as the company is concurrently experiencing an almost disruptive technology
transition from W...
Published:
2002-08-16
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Abstract:
C.R.M. itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and meaning for most of the common CRM phraseology. Here, in alphabetical order, is the Lexicon of CRM. (...)
Excerpt related to
assumptions of call center research:
CRM itself is an acronym, standing for Customer Relationship Management. This is part one of three-part article to provide
explanation and mea...
Published:
2001-10-12
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Abstract:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support. To eliminate any chance of bias and to ensure a level playing field, all the criteria that make up these
three modules in our CRM Evaluation Center were given (...)
Excerpt related to
assumptions of call center research:
For this Showdown, we looked at all three of the main CRM modules: sales force automation, marketing automation, and customer
service and support....
Published:
2008-09-29
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Abstract:
The CRM market is shifting. Instead of looking for an all-purpose and horizontal oriented CRM application, customers are
seeking a more specialized and industry specific tool. From the larger organization to the smallest customers, CRM buyers
are expecting their applications to follow their business mode (...)
Excerpt related to
assumptions of call center research:
The CRM market is shifting. Instead of looking for an all-purpose and horizontal oriented CRM application, customers are seeking
a more specialize...
Published:
2003-05-28
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Abstract:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical framework, sales and marketing strategies, including Internet strategies, and customer satisfaction metrics
will create a smooth running CRM machine in your compan (...)
Excerpt related to
assumptions of call center research:
Creating specific CRM strategies means developing measurable goals and calculating your ROI to achieve them. These in addition
to a technical fram...
Published:
2005-02-17
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Abstract:
Business intelligence (BI) is evolving as it grows in popularity. Within BI, there is a shift from traditional analytics
to predictive analytics, and predictive analytics is emerging as a distinct new software sector. (...)
Excerpt related to
assumptions of call center research:
Business intelligence (BI) is evolving as it grows in popularity. Within BI, there is a shift from traditional analytics to
predictive analytics, ...
Published:
2005-12-24
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Abstract:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically been located in products and services, it is now located in the value produced by the customer. (...)
Excerpt related to
assumptions of call center research:
The business ecosystem has shifted focus from corporation to customer, and the location of value has changed with it. Where
value had historically...
Published:
2006-09-21
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Abstract:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy used to implement it. Moreover, murky definitions and objectives have caused varying degrees of success
and failure to emerge from the same initiative. Clearly de (...)
Excerpt related to
assumptions of call center research:
Customer relationship management is a sophisticated set of customer-facing tools; however, its technology has outpaced the
management strategy use...
Published:
2004-10-21
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Abstract:
Make up your own mind on Human resource (HR) analytics.Read this free whitepaper in relation to worforce analytics for HR
professionals. Most enterprises have accumulated a surfeit of workforce and employee data. Only leading-edge companies are
making extensive use of data to drive human capital managemen (...)
Excerpt related to
assumptions of call center research:
HR Analytics: Gaining Insights for the Upturn. Source: SAP. Document Type: White Paper Description: Most enterprises have
accumulated ...
Published:
2010-03-11
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Abstract:
The new millennium has completely redrawn the IT industry map especially in the enterprise marketing management (EMM) sector.
The number of independent marketing automation vendors has significantly shrunk. Names such as Xchange, MarketFirst, Annuncio,
and Prime Response no longer exist. Amongst the few (...)
Excerpt related to
assumptions of call center research:
The new millennium has completely redrawn the IT industry map especially in the enterprise marketing management (EMM) sector.
The number of indepe...
Published:
2004-05-06
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Abstract:
The physical, e and wireless world continues to grow! The e channel for shoppers continues to grow, with so many nay-sayers
and doubters. You'd think this issue would die, with more and more shoppers buying from far flung vendors: Boston to the Nanga
Tribes for buying original crafts; Dallas to Huangshan (...)
Excerpt related to
assumptions of call center research:
The physical, e and wireless world continues to grow! The e channel for shoppers continues to grow, with so many nay-sayers
and doubters. You'd th...
Published:
2005-03-18
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Abstract:
Baan and IBM have formed an alliance, IONA is certified for the OpenWorld Network Alliance, and Baan has a program for a
smooth migration path for existing customers. (...)
Excerpt related to
assumptions of call center research:
Baan and IBM have formed an alliance, IONA is certified for the OpenWorld Network Alliance, and Baan has a program for a smooth
migration path for...
Published:
2002-02-19
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Abstract:
On September 18, 2000, Great Plains (Nasdaq: GPSI), announced the expansion of its Application Service Provider (ASP) initiative.
Great Plains has evolved its ASP partner program to better meet the diverse needs of its ASP partners and their customers (...)
Excerpt related to
assumptions of call center research:
On September 18, 2000, Great Plains (Nasdaq: GPSI), announced the expansion of its Application Service Provider (ASP) initiative.
Great Plains has...
Published:
2000-10-04
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Abstract:
To maximize the return on investment of a customer relationship management system, a new CRM best practices model should
be used. A point-based system, self-assessment model that emphasizes senior management leadership and the need to create a
culture consistent with CRM can lead to a deployment strategy (...)
Excerpt related to
assumptions of call center research:
To maximize the return on investment of a customer relationship management system, a new CRM best practices model should be
used. A point-based sy...
Published:
2004-10-22