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Articles: Technology
Leveraging the power of personalization and dynamic data, Web self-service can handle surprisingly complex tasks designed to improve the customer experience.
Two unfortunate situations have captured center stage at the end of summer 2004.
After years of running into roadblocks trying to ensure that its own service representatives could communicate effectively with one another while in the field, Pitney Bowes needed a new strategy.
Organizations simply cannot make solid decisions based on the 15 to 20 percent of collective knowledge that is housed in CRM systems, nor can they ignore the content of customer emails stored in its CRM systems.
The latest version of the company's application suite for service resolution management explores a variety of areas that help users navigate through self-service.
The Customer Loyalty Bootcamp program is a series of simulations that allow TI managers to experience what it is like to be a TI customer.
IT organizations want solutions that improve their customers' experiences.
The report anticipates moderate growth over the next two years for state-and-local e-governments, but by 2006 expects to see the beginning of a growth cycle to reach a compound annual growth rate of about 30 percent through 2007.
The company is now able to be more responsive to customer needs, as software upgrades are based on customer feedback from the site.
The steps are: Reduce multiple master records; don't abandon eyeballs; reduce overlap whenever possible; and practice continual cleaning.
Search capability in self-service are powerful, but companies need to monitor its effectiveness.
Analysts predict that by 2007, 70 percent of all contact centers will support Web-based service applications.
Despite record-low interest rates, more than one quarter of CEOs listed "limited access to capital" as a threat to technology growth.
We embarked on a mission to find outstanding examples of recent CRM results in the midmarket.
With the high cost of dirty data becoming increasingly apparent, companies are turning to outsourced data specialists.
The core problem is poor lifecycle management of customer reference data.
Audentify and Stevens Communications have partnered to improve contact center performance for customers; AMR Research has cited Salesforce.com as the "clear leader in the subscription-based CRM space today and is increasing industry penetration and deal size"; and more.
The Service Leaders were selected based on a combination of weighted criteria, including revenue and revenue growth (last four complete quarters ended September 30, 2003), market share, customer wins, and reputation for customer satisfaction.
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