Enterprise Marketing Management (EMM) Software Listing

The Customer Relationship Management Vision: It Starts with Relationships

Michael Chuchmuch - December 19, 2007

An alarming number of companies get on the wrong track when creating a customer relationship management (CRM) vision. Outlined here are four steps that take the mystery out of what makes an effective CRM vision. The secret? It’s all about people and relationships.

Bolstering the Call Center with Service Resolution Management Processes

P.J. Jakovljevic - December 14, 2007

Integrated customer relationship management and call center solutions (sometimes referred to as service resolution management) have, despite initial glitches, reportedly helped some service companies realize remarkable returns on investment in addition to improved customer satisfaction rates.

Knowledge Management: The Core of Service Resolution Management

P.J. Jakovljevic - December 12, 2007

Businesses today need to demonstrate their value to customers by making information that is relevant to them accessible. Hence the need for knowledge management software, which helps companies segment and then distribute the information their customers want to know.

Integrating Customer Relationship Management and Service Resolution Management

P.J. Jakovljevic - December 7, 2007

The business case for integrating call center service resolution management into customer relationship management is becoming increasingly obvious, as companies need to rely more on inbound (customer-generated) calls than on outbound telemarketing efforts.

The Complexities of Quote-to-order and Possible Solutions

P.J. Jakovljevic - November 12, 2007

It is becoming necessary to go beyond the direct sales force to sell complex products. With the advent of personal computers and the Internet, new possibilities for reaching manufacturing clients have opened up, and new sales opportunities have become available.