ALSO SEE:
Providing Business Information That Drives Results


Improve Agility in Contact Centers With Service-Oriented Architecture
Sheryl Kingstone, Yankee Group


Inflection Point Strategies for High Performance in the U.S. Biopharmaceutical Industry
Biopharmaceutical companies that develop an ‘inflection point’ strategy, focusing on readying today’s
model while instituting new capabilities, will emerge as the next generation of leaders.

INTERVIEW: Paul Pellman
Paul Pellman, Hoover's, Inc.

CASE STUDY: O.C. Tanner
O.C. Tanner was looking for a smart, flexible CRM solution that would support the way they want to serve their customers and run their business. They needed to give field sales and customer services personnel the tools to better understand their customers and be more productive.

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Putting the Customer Back Into Customer Relationship Management
Recorded calls between the agent and customer
are the definitive representation of how business
is being handled in the organization. Although
hours and hours of these customer calls are being
recorded, very few companies are leveraging
the vast amount of business intelligence hidden
in these audio files. |

CRM is a 360° view of your customer.
CEM is your customer’s 360° view of you.
Adding Customer Centricity to Your CRM Initiative with Customer Experience Management (CEM)

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.

A Whole New Ball Game
MLB.com brings automation to America's pastime with SAS®
The CRM ProjectVolume 5, 10/6/2004
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