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Articles: Retail
A new study finds WFO had a very good 2008, despite the economic downturn.
Shocking new research finds many companies still don't fully understand their own customer service organizations.
Forrester Wave on Listening Platforms '09: The analyst firm listens closely to a market segment that used to be known as brand monitoring.
New unified communication offerings are geared to help companies cut costs while improving customer service.
The popular on-demand ERP and CRM provider announces a version for the retail industry, and has its first profitable quarter.
User-Generated Content Expo '09: Executives of iStockphoto explain how passion -- backed by user insight -- can be the foundation for a booming business.
Service business strategies for rough economic climates.
SugarCon '09: New CRM features, connectors, and learning programs were all on display this week.
Personalized, relevant pitches are key.
Net Promoter Conference '09: Deliver an excellent customer experience, and riches are sure to follow.
What do customers think of customer service?
Net Promoter Conference '09: The financial services leader relies on a simple measure of customer loyalty that often goes unacknowledged.
In a down economy, companies anticipate a negative impact on incentive programs for 2009, but a well-planned, well-implemented program may be just what they need to survive.
NRF Annual '09: Petsmart and Urban Outfitters weigh in on what retailers must do with the horror of 2008 behind them and projections of a difficult 2009 ahead.
The verticalized solutions aim to improve the customer experience and employee productivity.
Effectively managing customer experience online.
NRF Annual '09: Discounts are tactical, but a brand is forever. The companies that manage to balance the two will be the ones to come out of this recession alive.
NRF Annual '09: No pressure or anything, but retailers are the key to building "a stronger America."
Customer retention is one thing. Identifying the right ones to retain is another.
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