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 Cross-Channel
CRM
Description
Some of your customers want to do business with you on the Web.
Others want your sales people to call on them directly. Still others prefer the
telephone. Others like working with through your sales and support partners.
And, some use a mix of these touchpoints. But, all of your customers want you
to recognize them and to treat them consistently with and appropriately to the
relationship that they built with you and on the current state of that
relationship on whichever channel they choose for each of their business
interactions with you. That’s what we mean by Cross-Channel CRM.
Deliver your customer-facing, customer-touching, and
customer-impacting marketing, sales, and service business processes across all
your channels and you’ll make it easier for your customers to do business
with you. As a result, they’ll be more satisfied, more loyal and more
profitable.
Featured Research
- Human
Digital Assistant v2.2
Lifelike
Virtual Agents Deliver
Personalized Customer
Service
10/25/2007 - Mitchell Kramer
- Customers'
Requirements for Customer Service
The
Voice of the Customer
on What and How to
Deliver a Customer
Service Experience
09/06/2007 - Mitchell Kramer
- Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
A
Mostly Strong 2Q2007
08/16/2007 - Mitchell Kramer
- Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
A Soft 1Q2007
05/17/2007 - Mitchell Kramer
-
Cross-Channel, Cross-Lifecycle Customer Service Product and Company Update
Mixed Performance for Quarter and for the Year
03/08/2007 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
Hot Products, Cold Business in 3Q 2006
11/16/2006 - Mitchell Kramer
-
IBM
WebSphere Portal Version 6.0
How IBM’s Portal Stacks Up against Our Customer
Portals Evaluation Framework
09/14/2006 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: Good Results in 2Q 2006
08/24/2006 - Mitchell Kramer
-
Framework
for Evaluating Customer Self-Service Products and Services
How to Evaluate Service Solutions that Deliver a Great
End-to-End Customer Experience
06/08/2006 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Quiet First Quarter in 2006
05/25/2006 -
Mitchell Kramer
-
SAP
NetWeaver Portal
Rich Collaboration and Tight Integration
with SAP’s
Enterprise Applications
04/20/2006 - Mitchell Kramer
-
Vignette
Portal 7.2
An “Open” Portal Platform with Rich Functionality
03/23/2006 - Mitchell Kramer
-
Lessons
in Customer Service
My Blackberry Experience with Verizon and Verizon Wireless
03/09/2006 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Good Fourth Quarter in 2005 and a Very
Good Year
02/23/2006 - Mitch Kramer
-
Windows
SharePoint Services SharePoint Portal Server
Microsoft’s Portal Platform Is a Workplace
for Collaborating with Your Customers
02/09/2006 - Mitchell Kramer
-
ATG
Wisdom
A Strategy for Delivering a Comprehensive and Consistent
Cross-Channel, Cross-Lifecycle Customer Experience
01/26/2006 - Mitchell Kramer
-
Federated
Customer Information
A Practical Approach to Breaking through Customer Information
Silos
12/08/2005 - Mitchell Kramer
-
Cross-Channel,
Cross-Lifecycle Customer Service Product and Company Update
State of the Market: A Good Third Quarter in 2005
Mitchell Kramer
-
How
to Approach Customer Experience Management
An Overview of Patricia Seybold Group’s Recommended
Game Plan
11/23/2005 - Patricia Seybold
-
Liferay
Portal 3.6.1
An Open Source Platform that You Should Consider for Your
Customer Portal
Mitchell Kramer
-
Meeting
the Customer Experience Challenge
What’s Your Current Situation? What’s Your
Vision?
Patricia Seybold
-
InStranet
Contact Centers In-Line 5.1
A Cross-Channel, Cross-Lifecycle Customer Experience Easy for
You to Implement, Easy for Your Customers to Use
10/27/2005 - Mitchell Kramer
-
Target
the Right Customers
The First Step in Making It Easy for Customers to Do Business
with You
10/20/2005 - Patricia Seybold
and Ronni Marshak
More...
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