Articles: Channel Management
Singapore and Canada get top marks for their customer service, says a new Accenture report that ranks 22 governments' customer service programs.
Bazaarvoice and MarketLive partner to offer an integrated e-commerce system complete with analytics and user ratings.
Hispanic online buyers will spend more on retail spending than any other minority group until at least 2011; incorporating customer product reviews is one way to cozy up to that market.
The Web experience management specialist delivers upgrades for two of its applications, letting them span an organization's needs.
A new study IDs the top performers in supply chain management and explains the importance of allowing the consumer to drive manufacturing and distribution strategies.
The makers of computers and other high-tech devices are finally getting around to answering their emails, one study finds; retail still rules the roost in response.
A recent study reveals that few companies are following best practices when it comes to a critical area of their commerce systems.
Although overall customer satisfaction is high, several companies are lagging as consumers' expectations continue to increase on a yearly basis.
Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
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.
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.
Consona releases new versions of its acquired CRM and knowledge management properties, and adds some marketing automation from Norway.
Although overall customer satisfaction is high, several companies are lagging; the airline industry is among the sectors continuing to struggle.
The company's annual partner and customer convention kicks off with talk of the future, growing from recently announced structural shifts.
Business & Decision Group announces plans to acquire Inforte at a 33 percent price premium, spelling big wins for Inforte shareholders and a broader U.S. presence for Business & Decision.
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.
At the Unica Corporation's annual user conference, the vendor maps out new ways to for its customers to cope with growing consumer power.
The company has beefed up its SaaS functionality by making available hosted automated outbound notification services and all of its contact center applications.
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