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Articles: Insurance
New York Life streamlines its workforce, vastly improving internal metrics.
Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.
Forrester Customer Experience Forum '09: Opening keynote stresses the importance of possessing heart, brains, and courage in the pursuit of experience-based differentiation.
The vendor's latest offering looks to deliver a clear vision for unified communications — a vision that centers on productivity enhancements.
Latest report from Forrester's "Designing for Gen Y Series" examines one of four approaches for engaging with Gen Y on the Web.
Research by Strativity Group shows that higher investments in customer experience result in lower attrition and higher referral and customer satisfaction rates. Cutting back is not an option. "The race is on," says Lior Arussy, president of Strativity Group.
Envision Telephony wants to deliver a "realistic" speech analytics solution with InteractionIQ.
Social computing is still working its way into the consultative sales process. For most sales forces, that's just fine.
Social networking has the potential to transform the day-to-day operations of customer service representatives.
Kazeon Systems' latest triad of products targets a globally distributed workforce.
The independent market research firm releases its fifth annual WizKids report, themed around operational excellence.
Well-written contracts are key to protecting your business.
SAPPHIRE '09: SAP co-CEO Leo Apotheker lays out his company's roadmap to navigate the economic crisis. "The only antidote to uncertainty is clarity," he says.
The features in the company's Spring '09 release aim squarely at its target market, says one industry analyst.
"What marketing really needs to be doing is driving business," says a CMO Council executive.
In the Age of the Customer, customers demand attention.
Varolii looks to go three-for-three with its latest array of automated communication applications.
Customer Experience Summit '09: Keynote speakers suggest utilizing the voice of the customer to forge deeper loyalty.
Five questions to get to real ROI.
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