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Web search-and-navigation experience capacity is not matching customer needs, which can lead to mediocre revenues and reduced customer loyalty.
The quiet on-premise vendor fires a surprise salvo to compete with Salesforce.com; functionality is another key to the value proposition.
Cable providers are improving their service offerings surrounding this emerging technology, but there are still some barriers to overcome.
The e-service specialist earns high marks for the breadth and depth of its offerings, but the company must continue to improve how it works.
Poor site design, lack of pricing information, and user registration are found by a new study to be the primary culprits in user experience woes.
The keys to improving payback are to use automation and limit chat technology.
TeaLeaf releases TeaLeaf CX, a rich datastore for online customer experience that provides companies a complete view of consumer interactions, along with a family of applications to analyze them.
Low revenue, customer adoption, and product-activity levels indicate a loss of short-term momentum in a long line of steady growth.
Some household-name banks and full-service brokerages struggle with customer advocacy, while credit unions and insurance firms connect with consumers.
The company adds plan-document approval to its on-demand offering and announces the latest AppExchange victim.
Salesforce.com releases a version of its development platform unfettered by CRM, allowing OEMs to build on-demand services at will.
High gasoline prices and brick-and-mortar shopping hassles continue to push consumers to the online channel.
G-Force '06: Genesys highlights its Genesys-VoiceGenie integration road map at its annual user conference.
The company adds new ERP functionality to its popular on-demand suite, making it difficult for SAP to catch up in the race for the midmarket.
The customer experience management force gains SFA expertise, a workflow engine, and customers; an integrated solution should be ready by summer's end.
Now that the vertical has finished reacting to the Internet, companies are making long-term investments in online consumers.
A report on ERP and accounting software places the QuickBooks publisher at the head of the SMB segment; Microsoft and Oracle have pull with the midmarket.
Customer input is becoming part of the development cycle, according to industry bigs at the Retail Systems 2006 conference.
SAPPHIRE '06: The company highlights its hybrid on-demand/on-premise CRM offering, while persistently promoting its enterprise services architecture strategy.
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