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Articles: Telecommunications
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.
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.
In CRM magazine's premiere Service Awards we recognize the top customer service vendors and savvy customer companies that have yielded impressive results from their customer service IT implementations.
By merging all data into a single system, rather than maintaining separate outlets, enterprises are exposing themselves to greater risks of fraud and theft than ever before.
Verity announced that it has entered into a definitive agreement to acquire the intellectual property, certain customer agreements, and other strategic assets of NativeMinds; ACCPAC International announced the availability of more than 50 add-on applications; Tellabs selected Salesnet's CRM solution; and more.
PeopleSoft announced this week that the antitrust staff at the Department of Justice (DOJ) has recommended that the Department file suit to block Oracle's proposed acquisition of PeopleSoft; KANA announced it has completed its acquisition of Hipbone; and Epicor Software announced that the NFL's Washington Redskins selected Epicor's midmarket hospitality enterprise solution.
The consulting company released its latest report on how VoIP technology can be leveraged in contact and customer service operations.
TransACT's Onyx system provides the coveted 360-degree view of the customer, which includes instantly knowing customer location, products installed, products ordered, and history of usage.
PeopleSoft posted record license revenue; Comergent has acquired Profile Systems; and more.
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