The Switching Economy Hits Home
Poor customer service accounts for most company defections.
Ovum Expects Home-Based Agents to Soar by 2017
The annual growth rate is twice that of the brick-and-mortar contact center outsourcing market.
Contact Center Satisfaction Dropped 10 Percent in 2013
Companies can rebound by providing more multichannel customer service options.
Card-Linked Marketing Delivers Personalization
Merchants and banks tie sales to past purchase behavior.
DMA13: Marketers Must Carefully Consider Big Data Strategies
Speakers suggest using unstructured data to keep customers' trust and to listen to their needs.
Is There Life After Death for Loyalty Points?
Colloquy report shows varying bequeathing policies for leading airline, hotel, and credit card loyalty programs.
Hesitation Hampers Banks' Social Media Opportunities
Many financial institutions are still not exploiting social media despite changing customer needs.
Financial Services: Brokers Yearn for Better CRM
Few firms use CRM systems to their full effect.
Banks Are Rethinking Their Outreach Strategies
The need for better communication is leading marketers to up their game.
Market Focus: Financial Services—Retail Banks Need an Overhaul
Changing consumers' habits requires financial institutions to sharpen their focus on service, according to report
Will Paperless Payments Take Off Among Customers?
Pitney Bowes and others reveal digital delivery service applications
Do You Know Your URLs?
Not every marketing effort includes a campaign-specific Web address -- but some of the ones that do aren't doing a very good job of connecting to the main brand.
Feedback: August 2009
Readers tell us what they think of "social" technologies.
On the Scene: New Beginnings from Within
Customer Experience Summit '09: Improving the customer experience starts with a hard look in the mirror.
Poking Holes in Attrition
Social networking has the potential to transform the day-to-day operations of customer service representatives.
Bad Billing Will Kill Off Your Biggest Buyers
More than half of telecommunications carriers don't measure customer satisfaction when it comes to enterprise billing.
CRM on Twitter: March 2009
Government 2.0 comes to the Twitterverse.
Banks are dropping like flies—or mating like bunnies.
CRM on Twitter: November 2008
The financial crisis -- and the customer service issues it raises -- makes itself felt on Twitter.
Market Focus: Financial Services--Cashing In on Integration
Financial services companies must focus on shifting away from siloed processes across departments and channels.