Although overall customer satisfaction is high, several companies are lagging as consumers' expectations continue to increase on a yearly basis.
CRM Featured Articles,
Posted 01 Jun 2007
There's a new playing field in customer experience management.
The Tipping Point,
Posted 01 Jun 2007
Wireless SFA solutions require access to data on a broader array of applications on larger platforms.
Customer Centricity,
Posted 01 Jun 2007
Generating sales through online/offline collaboration.
Viewpoints,
Posted 01 Jun 2007
A new report makes the case for interactive help to drive the next wave of success and innovation in the financial services field.
CRM Featured Articles,
Posted 31 May 2007
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
CRM Featured Articles,
Posted 29 May 2007
Poor treatment or lack of branches or ATMs when they move are some reasons why bank customers switch banks; consider boosting loyalty by offering and promoting sticky services, one analyst says.
CRM Featured Articles,
Posted 29 May 2007
A recent study shows that contact centers in all industries have similar goals and needs; teleservices is beating the pack in terms of low call abandonment.
CRM Featured Articles,
Posted 24 May 2007
The on-demand provider releases an end-to-end mobile suite solution with several partners; it matches market demand, according to one industry analyst.
CRM Featured Articles,
Posted 24 May 2007
This form of mobile marketing can be effective when customers can opt in and messages are relevant; avoid slamming the customer with too many alerts to avoid consumer frustration.
CRM Featured Articles,
Posted 23 May 2007
The market is expected to grow as enterprises seek to consolidate the vast amounts of unstructured data in word processing, spreadsheets, and other formats, according to a report.
CRM Featured Articles,
Posted 23 May 2007
Executives at high tech companies tend to have a more positive perception of the customer service experience they deliver than what their customers actually experience.
CRM Featured Articles,
Posted 22 May 2007
Although overall customer satisfaction is high, several companies are lagging; the airline industry is among the sectors continuing to struggle.
CRM Featured Articles,
Posted 17 May 2007
SAPPHIRE '07 International: The company acquires Finland's Wicom Communications; expect to see more large CRM firms buying contact center companies down the pike, according to one analyst.
CRM Featured Articles,
Posted 16 May 2007
Jive Software enters the Web 2.0 world with Clearspace X, a solution that helps companies develop public communities for consumers, tightening the relationship between company and customer.
CRM Featured Articles,
Posted 14 May 2007
The communications infrastructure vendor and the on-demand CRM provider announce Unified CallConnector, strengthening the companies' partnership.
CRM Featured Articles,
Posted 11 May 2007
About one-fifth of consumers now seek third-party advice first for service problems, according to a new report from Jupiter, which helps uncover how this new consumer behavior can best be served.
CRM Featured Articles,
Posted 09 May 2007
The company has beefed up its SaaS functionality by making available hosted automated outbound notification services and all of its contact center applications.
CRM Featured Articles,
Posted 08 May 2007
The e-service player enters into a definitive agreement to grab management consultancy and systems integrator eVergance Partners; KANA will operate eVergance as a wholly owned subsidiary.
CRM Featured Articles,
Posted 07 May 2007
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