 | 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
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Nikon's Journey to Leadership Nikon’s implementation of its customer experience
management strategy demonstrates the
power of knowing your customers. |
ALSO SEE:
Five Best Practices to Managing Customer Experiences


Good Supply Chains Need CRM
Ann Grackin, Chainlink Research


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.

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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
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