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677 items found

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Have You Been to Automation Hell Lately?

by Tom Keenze

Why do so many companies believe that having a machine greet their customers is more desirable than having a real person answer the telephone? Depending on what business you are in, an automated call director (ACD) could be costing you more than you might imagine.

The Customer or Profits: Where to Focus?

by Tom Keenze

Pssst! Move a little closer. How good are you at customer intimacy? And how important is it? In this author's humble opinion, if a company does a really good job of customer intimacy and CRM, the profits will take care of themselves.

Don't Call Us (We Might Call You)

by Mike Donoghue

The National Do Not Call Registry is facing opposition, but the support it has received from the public speaks volumes. How does it affect your business? If your corporation's CRM policy is to act like a thug and make a nuisance of yourself, be prepared. Things could be changing...

Putting the 'Pro' into Proactive Calling

by Mike Donoghue

Developing a beneficial environment and focusing call center and support energies into a more proactive role requires another level of integration within an organization. Since it is another way to represent the image of your company, it will need some degree of support to provide integrated service. Here's how you can do it.

No Time for Grinches

by Mike Donoghue

How well do you know your clients? As we enter the holiday season, knowing what to give can be a tricky business.

Anonymity Anonymous

by Mike Donoghue

Formerly an IT cultural faux pas, the act of hiding behind screen names is now on the upswing, creating nightmares for CRM specialists whose business is trying to get to know the inner workings of their customers.

Extra! Extra!

by Mike Donoghue

Print may be a thing of the past, but newsletters sure aren't. Companies are increasingly finding that e-newsletters provide a cost-effective way to gain publicity, positive word of mouth and hopefully more advertising dollars. But it's not easy. Here then are some newsletter nuance nuggets to chew on before sending out your next transmission.

Dog and Pony Roadie

by Mike Donoghue

Is the Tradeshow Shuffle giving you a headache? One look at this writer's experience may have you seriously thinking about some helpful staffing assignments.

Stop the Client Clubbing

by Mike Donoghue

Are your marketing efforts clubbing your clients and customers over the head? Subtle selling and mnemonic marketing is the way to go to create a dedicated and growing customer base, and entice rather than enrage your clients.

Teaching Someone to Fish

by Mike Donoghue

It might not be the best thing for job security in this still soft IT consultant market, but you really have to teach your clients to catch their own fish.

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