Call Center Forum

Sheri Greenhaus · Guest

Please join us on CRMXchange for live interactive sessions http://www.crmxchange.com Leveraging CRM Tools and Techniques in Teleservices Sponsored by Executive Marketing Services April 11th from 11:30am to 12:30pm edt Teleservices outsourcing companies are in the process of adapting to a fast-changing business environment in a number of proactive and innovative ways. One of the most obvious examples is the creation of customer and prospect support services for the newly emerging e-commerce sales/marketing channel. But there are other serious business challenges that teleservices providers should respond to in the same proactive manner. They are: Increasing price point pressure across the industry and how you differentiate yourself in the marketplace; Rising pressure to show results that significantly add to the bottom line and justify the investment in this channel ; Using available information about prospects and customers to better understand their needs and help enable one-to-one marketing. This element has become a critical component of a company's CRM strategy. This session will address how the effective application of well-known and reliable data-mining techniques could answer these challenges and provide powerful cost-benefit justification for teleservices. "E-COMMERCE SOLUTIONS: HOW DO I TURN A PROFIT IN THE E-WORLD?" Co-Sponsored by TMC April 13th from 11:30am to 1:00pm EDT FEATURING REPRESENTATIVES FROM: APAC Customer Services, Aspect Telecommunications, eShare Technologies. Creating an effective e-business strategy requires a whole new way of interacting with your customer base and driving business to your web-site. An entire new class of products and services have emerged to help companies transition from their 'brick and mortar' business to a 'click and mortar/click and order' mode. This debate will focus on the most pressing issues involved in this transition including whether the principals of turning a profit in the brick and mortar environment still apply to electronic commerce, and how do I replace the in-person, high touch sales model with 'e-touch'? We will also discuss strategies that make sure shoppers don't abandon their virtual shopping carts before they've processed their purchases. Please submit any questions you have for the Great Debate prior to the session to info@crmxchange.com- Follow the directions on the site to participate in this session The CRM Challenge: Maintaining and Upselling Your Customer Base Through Effective Account Management and Salesmanship Sponsored by IPG On-line Training http://www.crmxchange.com/ipg April 17th from 11:30am to 12:30pm EDT Your customer base is your company's most valued asset. How do you keep them happy? What are the most appropriate times to up-sell and cross-sell? What approaches are most effective? How can you use your data base to achieve your sales and customer retention goals? What customer management techniques need to be incorporated in your training programs?