The goal of successful technology implementation is to systemize as much as possible while maintaining the flexibility of personalized human interaction. Often, it is the coupling of automation and humanization that brings about the most customer satisfaction. However, that is…
The manner in which your e-tail site addresses and resolves customer complaints could determine whether they come back or not. If the customer has a history of pleasant experiences at your e-commerce site, they might be willing to overlook little…
At least according to FORTUNE magazine. The magazine has compiled a list of “Cool Companies of 2001” and two organizations that provide customer relationship management (CRM) solutions have wound up among the top 25 — Comergent and Salesforce.com. The honorees…
Voice over the Internet, live chat, Net phone, Web meetings, etc. These and other new forms of communication technology often cause us to overlook a little invention that we’ve been using for more than one hundred years – the telephone.…
Digital marketing provider ResponseLogic, Inc. will offer version 2.0 of its ADAPTe solution to mid-sized businesses for $25,000. ADAPTe, a campaign management solution, is regularly priced from $5,000 to $10,000 per month, depending on the platform and the amount of…
Professional services giant PricewaterhouseCoopers and customer management solutions provider ATG (Art Technology Group, Inc.) announced their collaboration on a global alliance. Focused on providing Global 2000 companies with customer relationship management (CRM) solutions, the alliance hopes to enable businesses to…
Research and advisory firm Best Practices, LLC is offering free white papers from its CRM research for prospective sponsors of the company’s upcoming consortium study, “Customer Relationship Management (CRM): Building the Customer-Centric Organization.” The study was initiated at the request…
The Web has spawned dozens of rewards and incentives programs that e-commerce merchants can use to inspire loyalty among online shoppers. In some cases, the rewards program acts like a portal and customers can accumulate points for patronizing any of…
California State University, Fullerton is incorporating electronic customer relationship management (eCRM) into the University Extended Education (UEE) curriculum for the Fall 2001 semester. The new 66-hour eCRM Certificate Program will run from September 2001 through March 2002 as a continuing…
When I shop online for something specific, I have a general idea of what I consider to be an acceptable price and expected delivery time. I certainly can be flexible if there is a good enough reason – for example,…