Bronto Software: New Age E-Mail Marketing

Bronto is no dinosaur. Founded by former Red Hat executives and launched in 2002, the e-mail marketing software provider has certainly seen its industry and marketplace evolve and change dramatically around it. While questions are often raised about whether e-mail can remain an effective marketing channel given the flood of spam invading consumers' in-boxes and, spending on the channel continues to grow. Cofounder and CEO Joe Colopy said Bronto entered the e-mail marketing space at a time when a host of vendors had emerged and were splitting the market.

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Speak to Me: Natural Language and CRM Applications

If you could clone your best agent hundreds or thousands of times over, you could ensure that each and every customer calling your contact center receives the same high-quality, friendly and informed response. In reality, natural language speech self-service is probably the closest and best alternative to delivering cost-effective and customer-friendly service -- especially when the product or services mix is complex. When properly designed and implemented, natural language speech recognition can reinforce your brand message and help lock in customer loyalty.

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Zlio Service

'Zlio' - have you heard of this useful little e-Hobby that's currently working wonders on the internet?

It's a weird name for a cool service which I've started to use, which allows you to create your own shop in less than five minutes! Yes Sir - all in five minutes, and no need to know HTML or even to deal with the usual headaches of creating a website!

And now, I have my own online shop which I can personalize as much as I want and on which I can sell products which I've selected from a database of over three million - the only really tough thing was to think of a good name for the shop!

All I really need to do, now, is to advertise my shop to other people and let them now about it, because I get a very cool commission (2% to 15%) every time someone buys something from me! But of course, I never need to handle the items myself - all of that's dealt with for me!

Getting It Right the First Time: Better First Call Resolution With Analytics

In recent years, First Call Resolution has emerged as a critical element for contact centers looking to become more customer centric. The FCR metric focuses on how well a contact center handles customer requests the first time, and most organizations agree that it is the only true metric that delivers a clear measurement of their effectiveness and customer satisfaction level. For contact center managers, improving FCR presents the unique opportunity to lower costs, increase revenue and improve customer retention -- a triple play of benefits not found with any other metric.

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Marketing Stories for the Week Ending April 4

This week 17 stories have been added to the KnowThis.com Marketing Stories Archive.
Highlighted topics include: loss leader pricing used by gas stations; the basics of CRM for small business; Amazon.com’s new texting method for ordering products; advice for doing event marketing; how brain wave research is used to test advertising effectiveness; how Japan has adopted [...]

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Active and Passive CRM

Active is much better than passive in most things, not just CRM.










 In writing, I am constantly reminded to write in the active voice because active voice is terse, to the point and more intelligible. Passive voice takes perfectly good sentences and turns them into gobbledygook. For example, the actively voiced, "Why did the chicken cross the road?" becomes the slightly unintelligible, "Why was the road crossed by the chicken?" in the passive voice. It sounds like something from another country -- Washington, DC, maybe.

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Can CRM Handle Web 2.0?

Having your customers comment on your policies, products or employment practices is one thing. Having them suggest ideas for improving said policies and products -- in a public forum where participants can vote on these ideas, no less -- is an entirely different matter. How well a company can handle customer participation in its business -- beyond, that is, spending their money to purchase its products -- is unclear. Few companies have actually put in place Web sites where customers can log on and advise the management what to do, said blogger Mack Collier.

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