Drop Tank is a small company in footprint -- it started with only 22 people -- but it has an outsized mission: to provide loyalty and discount programs to thousands of gasoline retailers. It has been decades since gas stations offered incentives to purchase their products. Last time, in the 1960s, retailers routinely would offer silverware, glassware and china wit...
The Columbus Blue Jackets are a team in the National Hockey League, which means their revenue stream thrives -- or dies -- on how well they can sell tickets. The team has an extensive and sophisticated sales operation that fields nearly 300 calls per day. However, the team wanted tech support for it...
Growing up in a world immersed in digital technologies, members of Generation Y have the highest of expectations on how they want to interact with their banks online. Born at the dawn of the digital age in the early 1980s, the oldest among Generation Y have never known a world without personal compu...
Today, there are 165 agents in Capgemini's new 610-seat Customer Care & Intelligence center in Junction City, Kan., using Google Apps as part of their customer care activities. Corporations' use of Google Apps have come a long way, considering that when Google Apps was first introduced it was la...
Although some people are still trying to enjoy the last of the summer weather, the retail holiday shopping season has begun. With that, inevitably, comes the peak e-mail marketing season. The holiday e-mail season started last year on Sept. 6 with a Christmas reference in a Sam's Club e-mail, accord...
Do you want revolutionary improvements in IT quality and speed-to-solution with dramatic reductions in cost? Consider an organization-wide Web services delivery strategy. Today, businesses demand three key outcomes from IT: delivering faster technology solutions to a growing group of stakeholders; r...
As a rule, manufacturers have been blissfully unconcerned with some of the finer points of CRM functionality and processes -- but not because they have been indifferent to their customers' needs. Rather, the low adoption rates of CRM technology in this sector have been more reflective of manufacture...
As a rule, manufacturers have been blissfully unconcerned with some of the finer points of CRM functionality and process. This is not to say they are indifferent to their customers' needs. Rather, the low adoption rates of CRM technology in this sector have been more reflective of manufacturers' bus...
Trying to get your hands around organizational change is a difficult challenge for most companies, but it is even more daunting when you are trying to identify the needs of employees that support multiple product lines and span numerous geographic locations. Today, Web-based surveys continue to tak...
The impetus for CRM development was business-to-business's need to capture customer and prospect information, note sales, marketing and service contacts, and nurture relationships through better communication internally and externally. These solutions, however, don't lend themselves easily or often ...
According to a McKinsey & Co. survey conducted in June 2005, leading B-to-B companies that conduct collaborative projects with supply chain partners and end customers increase their revenues and profits by more than 20 percent on average. But joint projects are rare in B-to-B because process cha...
Today's organizations increasingly experience the creep from the general tracking of customer contacts and responses by CRM to the general tracking of marketing activities and their returns by the CFO. Marketers have to look at the bigger picture, at their contribution to the entire enterprise, rat...
What do the most successful CRM implementations have in common? In a global survey designed to find out, IBM Business Consulting Services (BCS) learned that the factors that most impact a project's success are not necessarily the obvious, big-ticket items. The survey, which identified the 16 most cr...
In 1816, Eliphalet Remington II turned to his father's forge and began working on a better rifle. At that time he wasn't worried about supply chains or customer relationship management. But almost 200 years later, his one-man startup is Remington Arms Company, a US$360 million enterprise selling fir...
At Blue Cross-Blue Shield of Rhode Island (BCBSRI), the numbers told the story: About 180 customer-service reps were using old "green screen" technology. With dumb terminals connected to a claims-processing system, trying to handle a total of 900,000 calls per year. Each call took about 10 minutes, ...
Very - Already have or will get one
Somewhat - Awaiting more reviews or feedback from trusted sources
Indifferent - Satisfied with current phone
Not at All - Prefer other brands
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https://www.crmbuyer.com/story/customer-retention-by-extraordinary-means-is-not-crm-177075.html
Customer Retention by Extraordinary Means Is Not CRM
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https://www.crmbuyer.com/story/social-media-integration-the-new-crm-standard-177061.html
Social Media Integration: The New CRM Standard
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https://www.crmbuyer.com/story/is-generative-ai-the-next-big-cx-thing-despite-its-risks-177049.html
Is Generative AI the Next Big CX Thing Despite Its Risks?
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https://www.crmbuyer.com/story/customer-analytics-now-a-pivotal-piece-of-the-retail-sales-puzzle-177486.html
Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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https://www.crmbuyer.com/story/bridging-the-smb-enterprise-retail-gap-with-gen-ai-177751.html
Bridging the SMB-Enterprise Retail Gap With Gen AI
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https://www.crmbuyer.com/story/subscription-sales-spur-superior-selling-177636.html
Subscription Sales Spur Superior Selling
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https://www.crmbuyer.com/story/the-price-retailers-pay-for-flawed-product-information-177772.html
The Price Retailers Pay for Flawed Product Information
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https://www.crmbuyer.com/story/subscription-commerce-merchants-innovate-amid-rising-churn-rates-177730.html
Subscription Commerce Merchants Innovate Amid Rising Churn Rates
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https://www.crmbuyer.com/story/salesforce-starter-is-integral-to-cover-the-crm-waterfront-177092.html
Salesforce Starter Is Integral To Cover the CRM Waterfront
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