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- A CRM kiadások növekedése- Az Ovum egy jelentése szerint az ügyfél-kapcsolat menedzsment (CRM) szoftver piac értéke 2005-re eléri 10 milliárd dollárt.
- A CRM nem csak a "nagyoké"- CRM rendszer bevezetéséről eddig a kisebb vállalkozások nem is gondolkodhattak. Most úgy tűnik, hogy az alkalmazásszolgáltatókon keresztül megnyílik ez a piac is a CRM számára.
- Bridging the e-commerce/CRM gap- New interactive selling system from fourthchannel combines key elements of configuration, order management and e-commerce.
- Businesses Spending Big for CRM- The market for customer relationship management (CRM) applications will hit US$10.4bn by the end this year l up 167% from the US$3.9 billion purchased in 2000, according to eMarketer. Businesses are spending money to leverage their existing customers during uncertain economic times.
- CRM Revenues Worldwide Moving On Up- Cahners In-Stat Group projects that total CRM software application revenues will increase from $9.4 billion worldwide by the end of 2001, to approximately $30.6 billion in 2005. In the first study of a three part series, the high-tech market research firm finds that while North America currently represents the majority of operational CRM revenues, Europe and Asia Pacific are expected to experience significant growth over the next five years.
- CRM with a human face- Analysts note that financial companies are beginning to see that their products, services and locations must reflect customer needs and expectations. Internet banking may augment but not replace the human contact that is central to the industry.
- CRM, te drága- Gyakran nagy a különbség a szándékok és a tettek között. Miközben neves piackutatók a CRM piac jelentős bővülését prognosztizálják, megfigyelők a CRM költések csökkenéséről számolnak be.
- Companies committed to CRM- Despite an uncertain economic climate and the failure of many CRM packages to deliver much return on investment, 65% of large and mid-size enterprises plan to implement CRM initiatives by 2002, according to Gartner Dataquest. Gartner expects many of those businesses will outsource projects to big-name external CRM service providers.
- E-mail az ügyfélszolgálaton- Az utóbbi idoben egyre több ügyfélszolgálat próbálkozik a hagyományos, telefonos kapcsolat mellet e-mail csatorna bevezetésével. Egy ilyen döntés meghozatala elott érdemes elgondolkodni a verbális és az írásbeli kommunikáció alapveto különbségein.
- Giving Good eMail Service- Good customer service is a vital aspect of any company's business. When done properly, it creates unparalleled loyalty. If the company drops the ball however, it's very hard to make amends.
- Intelligent planning creates effective CRM- Large and small CRM vendors offer an increasingly useful array of solutions to businessesseeking to automate business processes. A recent Forrester Research study found that the appropriate selection of software depends on questions of complexity, audience diversity and audience size.
- Personalization appeals to consumers- Customers who buy more often and spend more money online are most likely to shop at websites that offer personalization, according to a new survey conducted by Cyber Dialogue.
- Putting Customers First with Patricia Seybold- Patricia Seybold, the world-renowned consultant, author and speaker, asserts that business revolves around customers, not products. Her best-selling book "Customers.com" stressed that e-businesses must prioritize CRM, and her latest book, "The Customer Revolution," shows how valuable customers are in the new economy.
- Stagnáló CRM üzlet- Szakértők szerint idén alaposan lelassul a CRM-piac fejlődése. Nem kell azonban feltétlenül milliós szoftvereket venni, ha valaki javítani kívánja ügyfelei kiszolgálását.
- e-CRM- Az e-üzletre való áttérés szükségessé teszi az ügyfélkezelés átalakítását is. Az e-CRM bevezetése azonban jóval több, mint egy új szoftver odabiggyesztése a meglevő IT rendszerek mellé.
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