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Articles: Channel Management
The agency's Oversight Board report finds 80 percent of respondents are satisfied with IRS customer service when compared with other government offices.
The results from this year's holiday shopping are in, with most retailers posting impressive customer satisfaction scores; last year's leaders raise the bar for service.
The e-service vendor's latest release eyes unifying email and chat capabilities to provide agents with a holistic view of the customer.
Loyalty leaders outperform loyalty laggards in payment options, item delivery, and post-sale customer support; Victoria's Secret and Walgreen's are click-and-mortar standouts.
A new report finds that mobile use is becoming pervasive and encourages marketers to dive in now, despite difficulties with dissimilar carriers and wary consumers.
M2M Holdings snatches up Knova to add Web self-service technology to its growing CRM offerings; more acquisitions may follow, pushing a message of choice with consolidation.
After years of improving citizen satisfaction, e-government scores have leveled off, a possible sign of improving private sector Web sites.
ISV partnerships in the past have been strictly tech-driven, but a new study reports that marketing and sales capabilities are also becoming important attractors in these relationships.
As online shopping among teenagers continues to grow, retailers must focus on teens' relationship to technology and family to reap the most from this market, according to a new report.
Unica releases the latest version of its Web-analytics product, Affinium NetInsight 7.1, focused on ease of use and tighter multichannel tie-ins.
Marketers across the pond should get to know bloggers' unique e-commerce habits to tap blogging's potential and tailor Web sites to meet these consumers' needs.
Companies will be able to track and publish partner success metrics to partners' homepages.
Nearly half of U.S. adults have concerns about shopping online and distrust email, causing problems for companies that interact with customers via the Internet.
The opportunity for text-message marketing would seem to be growing as more cell phone users get SMS savvy, but consumers still fiercely guard their numbers.
Cyber Monday, the online retailer's Black Friday, will see the highest level of spending for this post-Thanksgiving shopping day of any year to date; high interest in e-retail popularity will continue year 'round.
Banks must focus on listening to their customers and tweaking their services to help improve retention and cross-sell initiatives; a study says that Wachovia leads in online banking satisfaction.
Sterling Commerce announces its acquisition of Comergent Technologies to marry Comergent's order capturing capabilities with Sterling's order fulfillment software.
Workers spend too much time sending and receiving emails, with PDA users the most overwhelmed group, according to a new study.
Relationship calling plans lead to large mobile phone usage among young consumers; coverage and reliability trump newer capabilities.
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