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Customer Relationship Management (CRM) Channel

Articles

Customer Data Disorder: Part 1 - Defining Customer Data Disorder

Customer data disorder means there is significant variance between information about the customer party in the information entity and the party itself in the real world

Six Best Practices for Delivering a Successful Customer Experience

An organization can take steps toward a healthy customer experience project development process that results in a solution closely aligned with business goals

Mining the Voice of the Customer to Improve Enterprise Performance and the Customer Experience

Taking a proactive approach that goes beyond what is happening in contact centers and other customer-facing departments to why it’s happening can help businesses get ahead of the issues.

Master Data Management: Laying the Foundation for Growth

MDM can serve as a hub of critical enterprise information with a well-established set of governance policies and procedures

Service Without Reservation

Gaylord Entertainment leverages 'listening posts' for a qualitative view of the customer experience at its major hotel/conference operations

Columns

Marketing Information Systems from a CPG Industry Perspective

This month’s column discusses the information needs of the marketing function in a typical CPG organization and various marketing metrics.

Process Makes Perfect: Extending BI Reach

Organizations must look at blending the traditional BI development resources with resources from the front-line business units to form a cohesive team.

Justifying Marketing System Investments

Taking the Pulse of Sales and Marketing

The Harvard Business Review and BI

White Papers

Making CRM Do Its Job

Managing CRM Data for Sales Performance

By Puredata CRM

Got CRM? Small Business Guide for Small Business

By by Surado Solutions

Organic Customer Growth for Financial Services Institutions

Building Profitable Customer Relationships and Personalized Retention Strategies

Books

	Customer Relationship Management Systems: ROI and Results Measurement By Glen S. Petersen
	Enterprise One to One: Tools for Competing in the Interactive Age By Don Peppers, Martha Rogers
	The One to One Fieldbook: The Complete Toolkit for Implementing a 1To 1 Marketing Program By Don Peppers, Martha Rogers, Robert Dorf