CRM Mastery e-Journal » Internet Cust. Svs.CRM Best Practice and Industry NewsCustomer Service Champs- February 28, 2007 Here are several excerpts that I found particularly valuable from the recent Businessweek cover story, Customer Service Champs: Providing great customer service is much more than just a job for the front lines or the call centers. It takes coordination from the top, bringing together people, management, technology, and processes to put customers&8217; needs first. ...http://crmweblog.crmmastery.com/2007/02/customer-service-champs/ Top 10 Things to Measure on Your Website- February 7, 2007 Here is a synopsis of an article written for the Web Digest for Marketers by Jim Sterne, Top 10 Things to Measure on Your Website. Jim is known worldwide as one of the foremost authorities for Web Metrics and Analytics and is a Founding Director and President of the Web Analytics Association. Here are Jim&8217;s ...http://crmweblog.crmmastery.com/2007/02/top-10-things-to-measure-on-your-website/ Managing Customer Interactions Using VoIP- February 6, 2007 Here are several excerpts from an article by Teresa Gudger, Senior Director of Product Management at Talisma, Managing Customer Interactions Using VoIP: For its ability to converge voice and data, VoIP has earned its rank as a technological breakthrough. Initially many businesses had inflated expectations or misperceptions of VoIP technologies. Looking back at 2006, some ...http://crmweblog.crmmastery.com/2007/02/managing-customer-interactions-using-voip/ |