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Articles: Customer Service/Call Centers
Accenture's Social CRM report reveals the trio of obstacles to overcome when developing a social strategy.
Net Promoter Conference '10: Three companies reveal the secrets to delivering high-quality customer experience.
Net Promoter Conference '10: Satmetrix CEO encourages companies to move beyond the "zone of tolerance" to redefine customer experiences.
RightNow Technologies helps Organic Valley feed information-hungry consumers
Your basic processes can affect your agents' stress levels
Underappreciated. Overworked. Underpaid. Here's a shock: Stressed-out customer service agents provide lousy customer service. We've got ways to reduce the tension—and raise satisfaction—on both sides of the call.
Possibilities and Potentialities—After the acquisition by IBM, SPSS executives and customers alike predict a bright future for predictive analytics.
Organizations want sales reps to have access to the right information at the most critical moments
Grab consumer attention with personalized images.
Give customers an opportunity to play an active role in customizing their customer service
Announcing the exit of Chief Executive Officer Léo Apotheker, SAP returns to a "Co-CEO" format, appointing Bill McDermott and Jim Hagemann Snabe to split leadership duties.
Boost sales while recovering from the recession.
Learn the value of integrating a mobile component into your CRM strategy.
The links, additions, and bonuses mentioned in this month's excerpt from the fourth edition of CRM legend Paul Greenberg's book, CRM at the Speed of Light.
The analyst firm gives its CRM forecast for upcoming years.
The vendor's latest release focuses on enhancing the customer experience by enabling companies to be connected.
With its Extended Customer View for financial services firms, the MDM vendor — acquired today by Informatica for $130 million — puts the emphasis on relationship-based insights.
Don't let confusion around new devices undermine future opportunities.
Merging the digital and the real to create an engaging experience.
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