The Tyranny of Service Level By Wenti Xu, Purdue University, Center for Customer-Driven Insight Richard Feinberg, PhD, Purdue University, Center for Customer-Driven Insight JungKun Park, Ph.D., Purdue University, Center for Customer-Driven Insight Ik-suk Kim, California State University Los Angeles Untested and unquestioned as the sole determinant measure for years, service level today is only one among several metrics directing strategic decisions, affecting design, implementation and the success of optimized contact centers.

ALSO SEE: Transform Customer Data Into Profit Transforming Contact Centers Through Intelligent Communications

Nikon's Journey to Leadership Nikon’s implementation of its customer experience management strategy demonstrates the power of knowing your customers.

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Five Best Practices to Managing Customer Experiences

Good Supply Chains Need CRM
Ann Grackin, Chainlink Research

How Do Your Customers Feel About Customer Service?   Genesys and the Dynamic Contact Center are transforming the way businesses interact with their customers to help stop customer frustration, drive efficiency and accelerate business innovation.

How Retailers Compete on Analytics to Achieve High Performance
Analytics - the extensive use of statistical and quantitative analysis, explanatory and predictive models and fact-based management to drive decisions and actions - is separating America''s major retailers from the rest of the pack.

INTERVIEW: Retha Keyser
Retha Keyser, SAS

CASE STUDY: Sara Lee
Sara Lee International is a global manufacturer and marketer of high-quality, brand-name products for consumers throughout the world. The organization has operations in 58 countries and markets with branded products in nearly 200 languages. Sara Lee International employs 137,000 people worldwide.

Just a Smarter Way to Do Business   Fair Isaac Corporation (NYSE:FIC) is the leading provider of decision management solutions powered by advanced analytics. Fair Isaac solutions make mission-critical business decisions that are more precise, consistent and agile.

A new approach to choosing CRM software helps organizations design and build a lasting foundation for high performance.
Building CRM 2.0: A New Model for IT Decision Making

Customer Experience Issues involving the acquisition and retention of customers and the value of each customer.
Customer and eBusiness Intelligence The collection of processes that govern the creation, dissemination, and utilization of knowledge and data. The ability to view your customers from all "sides."
Innovative Tools and Processes Up-and-coming technologies that will enable the effectiveness and operations of the CRM industry; items include sensors, RFID, and wireless applications.

CRM – The Success and Failure
April 26, 2005 - Survey after survey indicates that call centers are still failing customers. Much of this problem is attributed to the failure of the associated CRM projects, since these were expected to solve everyone’s problems. Unfortunately, like earlier ERP projects, the focus for many CRM projects was to automate the transactional flows. Systems included some rudimentary reporting on the transactions, but most didn’t provide any in-depth analysis, let alone the derivation of customer and business intelligence from the data.
The CRM ProjectVolume 6, 3/2/2006