• Unraveling the CRM Investment Knot

    Specifically among high-tech companies, successful management of customer relationships has a proven correlation to sustained profitability. PDF download A startling forecast has ... Read Article

    From Call Center to Contact Center: How to Successfully Blend Phone, Email, Web and Chat to Deliver Great Service and Slash Costs

    To be effective, a cross-channel contact center must possess two vital capabilities: Common incident tracking, reporting and histories across all channels; and ... Read Article

    Utilities and the Fourth Stage of E-Business

    Cost savings through automation of business interactions has never been more appealing. Re-thinking our approach to inter-business transactions and re-applying existing and ... Read Article

    The Virtual Logistics Department: Next Generation Logistics Exchanges

    By integrating advanced tools and functionality, logistics exchanges can gain critical competitive differentiation. PDF download Context The emergence of the B2B exchange ... Read Article

    What About Measuring Supply Chain Performance?

    Most consultants” recipes for effecting business change and behavior in an organization use ingredients for measuring ongoing performance. Many feel that continuous ... Read Article

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