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Business owners of companies both large and small can achieve rich improvements in their operations if they start to ask themselves regularly, "I have just been handed a powerful new tool. It essentially lets me costless communicate with anyone on the planet. How can I best use it to my advantage?" |
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Wednesday, 01 August 2007 |
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The year is halfway over already, and the most popular buzzwords of 2007 reflect trends in the CRM market and changing concerns about customers and technology. Catch up with these buzzwords and you'll be ahead of the curve with CRM and customer service market trends. |
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Wednesday, 01 August 2007 |
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Adoption of the software as a service (SaaS) model is rapidly increasing across the enterprise, but particularly in the call center as companies are discovering the advantages today's hosted solutions offer over premise-based systems |
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Wednesday, 01 August 2007 |
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Meeting customer needs may mean making it more convenient for callers to "get human" when necessary. However, "getting human" just isn't enough. Meeting customer needs should always mean ensuring the quality and performance of the automated systems and self-service applications on which customers rely, and having the confidence that applications and systems will work as an organization and its customers expect. |
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Tuesday, 31 July 2007 |
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Best in Class companies realize that in addition to setting up a network of virtual agents, they must also provide other channels of support, such as Web and e-mail, to allow customers to obtain answers to their questions in their channel of choice. This is key for companies to enhance the overall customer experience, while reducing costs. |
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Monday, 30 July 2007 |
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Rather than bridging gaps between business units and creating a single customer view, CRM has too often created yet another silo with incomplete information. Customer experience management ensures that customer information is consistent across channels and that next steps are guided by segment- or event customer-specific strategies. Here's how to move toward a more holistic approach. |
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Friday, 27 July 2007 |
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Considering the ever increasing sums being spent on newfangled CRM systems, it may come as a surprise to learn that roughly half of all implementations fail to achieve their stated aims. But with over £20 billion expected to be spent globally on CRM by 2010, the supposed 50-50 chance of success doesn’t seem to be frightening people off. |
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Thursday, 19 July 2007 |
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A recent study showed 14 of 15 automated voice response systems failed the grade. Customer Care Alliance found that 73 percent of callers felt customer rage after calling with a problem. By adopting a few simple strategies, companies can enjoy the best of both worlds -- a cost saving automated voice-response system and happy customers. |
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Monday, 16 July 2007 |
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Interaction and personalisation creates new communication channels, but also potential pitfalls, believes Transversal. The advent of Web 2.0 technologies provides organisations with the ability to radically change how they interact with their customers, dramatically improving service levels and consequently increasing sales |
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Monday, 16 July 2007 |
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Lately many analysts and other thought leaders have dramatically increased their attention to “Customer Experience Management (CEM).” As interest grows, countless consulting firms are claiming expertise and developing offerings and even dedicated practices focused on CEM. |
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Friday, 13 July 2007 |
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