The challenge is to connect with your customers, not have the latest and greatest technology. Yes, CRM can work with the right balance of planning, people, and processes. The best practices start with a clear definition of customer expectations and grow into a service oriented organization. The inspiration can come from the top, but success is dependant on the rank and file. Everyone must participate for it to work. The goal is to create a customer experience so phenomenal that your customers become your recruiters. Word of mouth has always been the best advertising and highly desirable. Today, it is a requirement if a company

Effective Web sites require continual evaluation and fine-tuning to produce strong sales and new leads. But that doesn’t mean you have to reinvent the wheel every month; instead, focus on usability and improving the experience for the majority of visitors. Through extensive testing and focus group sessions, Amy Africa, chief imagin-8-tor for Wilson, Vt. online marketing firm Eight by Eight, has determined that even small tweaks can have a big impact on your results. For example, she shared the following findings with attendees of this year’s ACCM trade show in Chicago this past May. Tip #1: Make sure the footers on all your Web site

Share your tips and learn from fellow direct marketers as we cover the hottest issues and best practices in fulfillment and operations. Question: How can I reduce backorders? Answers: The simplest way to reduce your backorders is to increase your inventory level! However, we all know that is not necessarily in the best interest of the company from a use of cash and overall risk perspective. We have had some great success in the past year with lowering our backorders. The key element of success is to know your timelines and key information hand-off dates between functional areas. We instituted a rigorous timeline

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