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Bruce McCracken

Is the 'Killer App' Killing You? Part 2

October 13, 2003

For many companies, not responding to customers' e-mail inquiries can be deadly. In part two of our two-part series, we explore ways to narrow the gap between business response and customer expectations as well strategic considerations in reversing the dangerous trend.

Is the 'Killer App' Killing You?

September 24, 2003

For many companies, not responding to customers' e-mail inquiries can be deadly. So why are so many businesses still ignoring electronic communications?

Avoid Becoming Collateral Damage

July 31, 2003

The risk of becoming a collateral casualty in the war on spam is large for small businesses that rely on e-mail as a primary marketing strategy. When it wanted to ensure its message wasn't lost among the junk, one golf e-tailer turned to Roving Software's Constant Contact.

A Bold Stroke Enhances CRM Through Customer Care Systems Integration

May 21, 2003

Belgacom, one of Belgium's leading ISPs, had serious problems with customer care. Its complex legacy systems had outgrown themselves: operational costs were too high and customer satisfaction was too low. So, it brought an independent consultant on board to implement a unique customer contact system: a combination of Cisco's ICM software and Right NowTechnologies' Service Center. The result: ROI within eight weeks.

Targeted E-mail: A Case in Point

April 30, 2003

When financial services provider Charles Schwab & Co. needed to create a high performance e-mail solution in order to send its clients customized e-mail, it chose Quris.

Targeted Email: From Spam to Choice Part 6

March 27, 2003

Companies that fail to get serious about their management of customer service e-mail now will ultimately pay the price with higher customer service costs and lost revenues down the line. Bruce McCracken finishes his series on targeted e-mail with a look at the growing reliance on business intelligence for companies looking to meet customer demands.

Targeted E-mail: From Spam to Choice Part 5

March 10, 2003

Without proper and timely business intelligence, businesses can not determine the effectiveness of an e-mail campaign. Bruce McCracken continues his series on targeted e-mail with a look at ASPs that offer analytics solutions which can help companies boost the results of future campaigns.

Targeted Email: From Spam to Choice Part 4

February 19, 2003

Bruce McCracken continues his series on targeted e-mail by speaking with the experts on the criteria companies should use when deciding how and when to implement an e-mail marketing campaign.

Case Study: ClientLogic and Logitech

February 12, 2003

Utilizing a powerful established customer care service provider with vast related competencies has proven to be the winning formula for PC accessories manufacturer Logitech.

 
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