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Latest report from Forrester Research affirms high correlation between experience and loyalty across all industries.
New unified communication offerings are geared to help companies cut costs while improving customer service.
The recession drives at least one vendor, VPI, to introduce a pricing plan with a topical title: the Call Recording Technology Bailout Package.
The open-source provider's new release -- with more than 300 enhancements -- looks to dig deeper into CRM.
Net Promoter Conference '09: Deliver an excellent customer experience, and riches are sure to follow.
What do customers think of customer service?
Take charge of enterprise information to reduce risk, maintain compliance, and save a bundle.
A slew of enhancements mark the 16th update to Oracle's software-as-a-service CRM option, and comparisons to Salesforce.com abound.
The move looks to extend Autonomy's reach into the legal profession's document management sector.
Research by SiriusDecisions also shows that faulty marketing intelligence has a comparably huge negative effect.
In yet another move to expand its workforce optimization offerings, Aspect Software acquires AIM Technologies.
A process-based approach is key.
Customer retention is one thing. Identifying the right ones to retain is another.
Only 11 percent of companies were considered "excellent" in Forrester's second annual Customer Experience Index (CxPi) Rankings.
The latest release by SpringCM brings affordable alternatives to traditionally cumbersome and expensive content management systems.
Consumer Health World '08: Consumers are cost-ignorant with healthcare -- and yet always want too much.
Consumer Health World '08: Health 3.0 involves an alignment with the consumer Web, but as much as consumers are clamoring for personalization, adoption still lags.
Mastering the multi-sourced call center.
A new report from Aberdeen suggests that the best time for marketers is when customers are communicating through their actions.
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