Harvard Business Review

AUGUST 17, 2012

From ZipCar's perspective, all of these touchpoints are important because if you hear bad reports or find the website and call center hard to manage, you'll very likely opt for the safe option of a Hertz or an Avis. MORE ON CUSTOMER INTELLIGENCE. Marketers Flunk the Big Data Test.

CRM 14

CRM Brand Advertising Survey 14

Harvard Business Review

JANUARY 9, 2014

Companies have long developed and managed their sales people differently from other employees, placing great emphasis on individual performance. The key difference is the degree to which reps have taken advantage of new technology (largely built into their CRM system) to share and learn from one another.

Team 10

Team Metrics Compliance Attrition 10

Harvard Business Review

OCTOBER 19, 2016

If you’re already using Salesforce CRM offerings and want to ease into smarter processes for sales, marketing, and service, this seems like one of the easiest ways to do it. Some other CRM companies like Customer Matrix were founded with the idea of combining cognitive tools with customer transactional capabilities.

Organization 8

Organization Software CRM Technology 8

Harvard Business Review

MARCH 11, 2013

These interviews were conducted with salespeople across a wide variety of industries including high technology, telecommunications, financial services, consulting, industrial equipment, healthcare, and electronics, to name a few. They list their needs in RFP documents that are hundreds of pages in length. Nice-to-Have" Product.

CRM 9

CRM Telecommunications Price Long-term 9

Harvard Business Review

JULY 25, 2017

While the business case for embracing technology is widely documented, retailers have historically shied away, given the high cost and operational complexity. But the rise of cloud computing and open APIs has changed the game for the industry, allowing small businesses to take advantage of data in entirely new ways. Insight Center.

Loyalty 8

Loyalty Retail Real Estate Discount 8

Harvard Business Review

MAY 22, 2015

There may be no better example of this than the financial services industry. Typically, marketing teams toil every quarter to document portfolio performance and add commentary (see an example here ). Wealth management is starting to see this benefit. To do this work, the system starts with the goals of the report (e.g.,

Benchmarking 8

Benchmarking Analysis Report CRM 8

Harvard Business Review

JUNE 19, 2015

For example, it is a systemantic problem that the typical automated operations system (including Enterprise Resourcing Planning, Customer Relationship Management, e-commerce, and e-business solution systems) is unable to complete a whole process, end-to-end. Poppy hands over the exceptions to her human teammates for processing.

Case Study 8

Case Study Software Process Operations 8

Harvard Business Review

APRIL 12, 2012

If I demand a pair of shoes, the shoemaker either demands money, or something else for his own use," adding, "The nature of demand is to encourage industry." An excellent source of ongoing documentation of consumer abuse is The Wall Street Journal 's "What They Know," a series of reports begun on July 31, 2010.

CRM 14

CRM Advertising Call Center Business Intelligence 14