News Stories on Customer Relationship Management (CRM)

•  Are Enterprises Ready to Invest Seriously in Voice Self-Service Solutions?
  
•  E-Mail as Costly as Telephone Support
  
•  Collections Experience Enhances Consumer Lending Decision Making and Boosts Yields
  
•  Automation of Service Business Delivers Competitive Advantage
  
•  IT Managers Believe Order Fulfillment Is Key to Excellent Customer Service
  
•  European Banks Drive Customers to the Internet Channel
  
•  New Study Identifies Successful Strategies for Implementing Local E-Government
  
•  45 Percent of U.S. Adults Will Be Using E-Billing and Payment Applications by 2005
  
•  Annual Study Provides a Comprehensive Look at Support Center Operations
  
•  Customers Tell Businesses: Deliver Quality Service—or Else

•  IDC Predicts Growth for Singapore Telecom Services
  
•  Permission Email Programs Positively and Negatively Influence Customers' Brand Perceptions
  
•  VoIP Services Lag, But Cable Telephony Subscribers Continue to Increase
  
•  Spending on STP and Front-to-Back End Integration Delayed by Financial Institutions in Western Europe
  
•  U.S. Small and Medium Business Spending on IT Security will Reach $1.4 Billion in 2002