Resources for managing customer contact via phone, Web, e-mail and more
6/26/2000
"Customers communicate with you in many ways—by phone, e-mail, fax, Web, personal sales representative, or any combination of these contact points," says the introduction to CRM Exchange, an information-rich site with resources that can help enhance customer contact operations no matter what form they're in. The Exchange is a channel for customer care product vendors to communicate through, but it's more than just a marketing vehicle. The White Papers sections, for instance, includes reports on call center design, outsourcing, monitoring, automation and more, as well as sample RFPs and studies on benchmarking, direct marketing and legal issues. There's an extensive collection of brief case studies, presented by vendors, but varied enough to get a good sense of the diverse customer care challenges companies face and how they solve them. CRM Exchange, which was formed in 1995, also hosts online forums and provides transcripts in the Archives section. These detailed and thoughtful discussions are among the most valuable of the many resources on this extensive site.