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A new survey indicates there are some significant differences in the responses of men and women to bad customer service interactions.
Both companies needed a system to mobilize employees and improve customer response quality in the face of unexpected circumstances.
A large number of respondents--85 percent--say a single bad experience will turn them off forever.
A major challenge for serious adopters of online self-service is the fact that the quality of the interaction is very dependent on the customer's ability to use the self-help system.
Insights '04: Best Software revealed plans to take more CRM market share in the small- and midsize business markets at its annual Insights conference, held in Orlando, Fla., last week.
The tolerance for bad data drops as the importance of the data rises.
Best Software has named Joe Bergerathe senior vice president and general manager of contact management solutions; OnStation introduced AutoCards, a new enhancement to its OnStation ShopConnect CRM service; and more.
The new offerings are in the areas of advertising/media sales, commercial lending, and telecommunication services.
Is there hope for intimate B2C relationships beyond the intermediation of self-service and outsourcing?
Consumers use these hot spots, but the driving force behind the installations is the needs of traveling salespeople and other mobile professionals.
Janice Anderson has been named the company's new CEO and chairman of its board of directors.
The company was able to create reports that drew on prospective clients and their specific interests in the property for sales follow-up, and provided the sales team at The Lodge with weekly reports of reservation holders' online activity.
Pivotal's basic email client has been improved, with closer integration with Outlook 2003; the SmartPortal system has been expanded to a more open interface, allowing easier third-party data integration.
Can companies use CRM as effectively to retain profitable customers as they can to escort unprofitable customers to the competition?
A recent report states that there's an increasing tendency toward using VoIP, and they suggest that a major turning point may have arrived.
About 40 percent of respondents say they are dissatisfied with their ability to take accurate measurements.
Edocs announced that it has acquired Brightware, a business unit of Firepond that delivers eService software solutions for inbound email response management; Informatica announced a license agreement with the Center for Agribusiness Excellence at Tarleton State University; and more.
Salesforce.com, citing the quite period surrounding IPOs, would not comment on the amended prospectus.
The combined company expects $125 million in 2004 revenues, and says that accelerated growth in the former Phase 2 operations will lead to the creation of 500 jobs in U.S. operations over the next year and a half.
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