Month: April 2008

How Many Channels are You Using?

In the retail world, marketers often speak of "channels." Channels are the different methods of purchasing interaction between the customer and the seller. For example, the web, the phone, and storefronts are all examples of different channels. In a recent issue of Customer Relationship Managament magazine, an article noted that retail outlets with multiple channels …

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Even the Big Guys Struggle with System Implementation

I think there is a common misconception among smaller organizations that somehow "big" companies don't have the same kinds of challenges with systems implementations. That is, while smaller companies struggle with selecting and implementing new systems, big companies don't because they've got so much more in the way of resources. The reality, of course, is that regardless …

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