Chief Marketer Staff
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Agencies
Service Vendor Revamps Call Centers
Shelley Rawlings had her work cut out for her when she joined Network Solutions in 2002. As the new vice president of customer operations and support for the Web solutions provider, she needed to find some solutions of her own for the company’s poorly performing call centers.
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Agencies
Health Clubs Ready January Sampling
About 1,000 health clubs are gearing up for a first-quarter 2006 sampling campaign.
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Miller Takes Helm At Cartoon Network Enterprises Division
Cartoon Network Enterprises has named Christina Miller as VP, U.S. Consumer Products. Her position went into effect on Tuesday. In her new role, Miller is in charge of commercial development of Cartoon Network brands into relevant consumer product …
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People in the News
Momentum, New York City, hired Patrick Heffernan to run its Detroit office as executive VP-managing director. Heffernan joins Momentum from its sister company McCann Erickson advertising, where he was recently executive VP-Buick brand director. …
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Agencies
Borders Uses Survey Data to Improve Service
Keeping 30 million customers happy is a tall order. But Borders Group, Inc. has taken on that challenge—with information to back it up.
In an effort to increase customer satisfaction in more than 460 superstores in the U.S., Borders is conducting customer satisfaction surveys. -
Agencies
Get Some Perspective on Analytic Software
At a recent database marketing conference, several exhibits featured automatic or semi-automatic data mining systems. Each vendor claimed his or her particular approach provided the user with a multitude of algorithms to deploy to aid and abet the analysis outcome.
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Agencies
Stop Blaming CRM for Your Customer Service Failures!
For years enterprises have tried to combat customer service issues with technology. But technology doesn’t work unless you have engaged in some process planning.
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Agencies
From The News Front: Epsilon, Bigfoot Team Up in E-Mail CRM Wars
E-mail service provider Bigfoot Interactive and loyalty marketing company Alliance Data Systems Corp. launched a counter offensive in the e-mail CRM wars by announcing that Alliance Data’s Epsilon unit will acquire Bigfoot for $120 million.
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Agencies
The CRM Cynic: It’s Not About You
An editor at my company once called a meeting to present a stunning magazine redesign. All went well until a sales type asked the inevitable question: “Did you do any surveys or focus groups to find out if this is what readers wanted?”
The editor responded: “I’m the focus group.”
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Agencies
Letters to the Editor
I believe the real problem here has nothing to do with Comcast’s call center. The root of the problem is much earlier in the process.