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DSC Tech Library
Customer Relationship Management
This section of our technical library presents information and documentation relating to CRM Solutions and customer relationship management software and products.
Providing timely customer service information is vital to maintaining a successful business. Accurate information provided in an organized and thoughtful manner is key to business success.
TELEMATION, our CRM and contact center software, was originally built on this foundation. The ability to modify Customer Relationship Management software is important in this ever changing business environment.
Telemation Customer Relationship Management solution and contact center software is ideally suited for call centers throughout the world.
CRM Retail Market Explodes
The following is an extract from the article "CRM Retail Market Explodes" by Kimberly Hill from CRM Daily:
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Retail, perhaps more than any other industry, stands to prosper from the trend toward offering products through a variety of channels. Loyalty programs, frequent-buyer rewards, and promotions often use e-mail messages, for example, to bring customers into brick-and-mortar stories.
The lofty visions of CRM certainly did not pan out for one of the field's early adopters: the retail industry.
"Retailers are a little confused. There was all that promise in 2000 -- all inventory would be consistent, everyone would be multichannel-enabled and all-points-integrated -- we would all be one big happy family singing 'Kumbaya,'" ATG director of retail solutions Scott Todaro told CRM Daily.
But then reality set in -- and so did the economic downswing. Now that retail sales are picking up, companies again are looking at their CRM technology investments and trying to figure out how to make the best of them.
Abandon Ship
Abandoned orders present one of the most pressing challenges to retailers seeking to capitalize on CRM tools. Since launching e-shopping initiatives several years ago, many retailers have realized that they need more detailed information to help them decide how to improve the order and customer-service functions through which users interact with them.
"What happened in 1998 through 2000 is that everyone rushed to the Web to compete," explained Todaro. "But when I talk to existing customers, I hear them talk about where to go from here. They know how to add certain types of capabilities, but for deeper personalization or loyalty programs, they're not really sure about best practices."
Rise of Marketing
Those best practices, it turns out, must get hammered out in conjunction with marketing. Marketing executives increasingly are looking to I.T. staffers for consultation on how to derive very specific customer data and how to adjust business processes in light of it, Tom Pohlmann of Forrester Research told CRM Daily.
Marketers seek to apply the concepts they have used successfully in brick-and-mortar retail stores for years -- color schemes, branding elements, customer experience -- and translate them into the online arena, Todaro said. But they become frustrated when the tools they are offered are difficult to use or require substantial intervention from a technical specialist. Thus, the CRM industry is seeing the rise of business-user friendly marketing-automation modules...."
To view the entire article, visit www.crmdaily.com.
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