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Articles: Telecommunications
Companies looking to boost loyalty are starting at the front lines.
Prior to VoiceXML each IVR vendor had its own proprietary languages accompanied by high development costs.
One of the pieces that made [CRM] fall into place was the wireless component.
Customers place a great amount of value on the people who support them.
Done right, CSS organizes appropriate data and integrates relevant systems so that all the resources and information are available through one easily navigated Web interface.
Continental selected Voxify's Automated Agents solution to help manage non-value-added customer calls.
There are two fundamental types of language, according to Tim Berners-Lee, director of the World Wide Web Consortium: natural language, classified as soft and evolving; and computer language, which takes a solidly defined, hard-language approach.
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.
Quadstone defined a five-step model for proper follow-through on customer service inquiries.
Wireless platform developers are increasingly building solutions to suit the needs of companies with fewer than 1,000 employees
The study indicated a relatively small degree of pushback for data-driven loyalty programs.
Consumers use these hot spots, but the driving force behind the installations is the needs of traveling salespeople and other mobile professionals.
The industry's average customer churn rate at 30 percent annually, but a closer look indicates that the market could contain even more would-be churners.
The Telecommunications Industry Association, in conjunction with Wilkofsky Gruin Associates, has released its 2004 Telecommunications Market Review and Forecast.
The billing and customer care market is nearing the end of its consolidation cycle, and the handful of players still standing are likely to begin looking to expand horizontally into other areas, according to a new research note by The Yankee Group.
We embarked on a mission to find outstanding examples of recent CRM results in the midmarket.
The Elite award honors customer companies that have gained impressive returns on their customer service investments. Winners were selected based on return on investment, project implementation times, and overall impact on the organization.
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.
Industry observers expect portability to increase churn in 2004 as carriers iron out technical glitches and more consumers come off contract, enabling switching without financial penalty.
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