BI: 'Voice of the customer' programs combine feedback in one place
About 18 months ago, Charming Shoppes launched a customer insights project to "deliver actionable customer and market research and analysis to the business," according to Jeffrey H. Liss, who headed up...
View ArticleHow to craft a mobile-application strategy
Timing is essential to the success of a mobile application. Just ask Richard Peltz, CIO of Marcus and Millichap, a $13.5 billion commercial real estate investment services firm. In January 2010, when...
View ArticleListening to the Voice of the Customer
About 20 months ago, Charming Shoppes launched a customer insights project to "deliver actionable customer and market research and analysis to the business," says Jeffrey Liss, who headed up the...
View ArticleBusting down the info silos
More than a decade ago, General Mills developed a CRM system called International Contact Entry (ICE), which collects consumer contact data from phone calls, mail, email, and the Web and puts it all...
View ArticleSocial media e-discovery: Crucial, even in its infancy
Until late last year, First Command Financial Services' presence on the social Web was pretty much nil: No corporate Facebook pages and no business-related postings by its 400 registered investment...
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