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Articles: Financial Services/Banking
Be prepared to act on customer feedback.
A new multinational survey attributes $338.5 billion in lost business to flawed customer service efforts.
Analysts say the partnership between Nexidia and Merced Systems will make agent incentives more objective.
Unifying the sales process and the CRM system is essential.
Pundits say the company's latest release tightens competition in the QM space.
SPSS Directions '09: Statistician Nate Silver shared his tips for successful data analysis predictions.
SPSS Directions '09: A panel discussion with IBM and SPSS executives highlighted continued integration and optimism for the market moving forward.
As companies look to cut costs and streamline operations, electronic signatures may be entering a renaissance period.
Barely half of all customer service requests -- 52 percent -- now have their origin in the contact center, according to new research from Aberdeen Group.
Magic Quadrant for Unified Communications '09: New research finds no single vendor can adequately address a company's UC needs with one solution.
The company's latest on-demand solution looks to ease the challenges online marketers face today.
Gartner Magic Quadrant for E-Service Suites '09: The increasingly saturated market seeks to solve a common problem: disintegrated customer experience.
What do you do when your brand no longer reflects your offerings?
The vendor's pair of new solutions are geared to make an impact quickly -- just what companies need, according to analysts.
Deals by both ClickSoftware and Spoken Communications signal an emerging trend in the customer service sector: competition through acquisition.
Mediabistro.com's UGCX '09: A Forrester Research analyst outlines the impact of social media on business.
SAP World Tour '09: Morning keynote addresses challenge attendees to take charge — or risk failure.
Industry thought leaders -- Hinchcliffe & Co., Asuret, and Socialtext -- join forces to drive success in enterprise social computing projects. Plus, Socialtext calculates an announcement of its own.
DMA '09: Members of past generations didn't age — they simply died. Baby Boomers, on the other hand, are defying that fate -- and if they're demanding more from life, why aren't marketers giving them what they want?
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