senior analyst, Ovum
Ian Jacobs (firstname.lastname@example.org) is a senior analyst at Ovum. He can be reached on Twitter as @iangjacobs.
Messaging tools are wildly popular, but that's not the only reason to make them a service option
Customers do everything they can to avoid talking to them—except when it really matters
But the model you choose will depend on who's using it, and how
Is frustrating customer service inevitable?
Drinking in customer experience.
Blending knowledge management with customer service is critical
Providing an extraordinary experience should never compromise the basics
Purse strings loosen on capital spending, which may bring rapid deployments
Contact centers risk wasting powerful technology on the automation of imperfect processes
The danger of uniting location-driven applications and customer interactions
Just because you can engage with a community doesn't mean you have to.
Consolidation can benefit customers and companies alike.
What do you do when your brand no longer reflects your offerings?
Your local street-food vendor can teach your company a thing or two.
Beyond marketing, the popular tools and techniques can also serve as a channel for support.
Customer retention is the best use of a bad situation.
Before the markets hit the skids, companies had just begun to target customer experience.
CRM has never prioritized the individual salesperson—but social networking changes all that.
Shifts in customer satisfaction need to take into account shifts in customer expectations.
Beyond the comfy confines of your corporate Web site, people are talking -- and complaining.
When online businesses put customer feedback to use quickly, customers begin to expect it from all companies.
Not all agents are created equal.
Stop regarding video as another technological nuisance--video will achieve the CRM trifecta of lower costs, better service, and happier customers.
The new project's standard could work to deepen, not reduce, consumer dissatisfaction.
Sending customer service queries to employees who are not trained in customer care is the wrong way to go.
The problem with automated phone systems is, companies neglect the various environments of a typical user experience.
Posted 01 May 2006