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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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Do you have all the pieces in place to succeed with your CRM and customer service initiatives? Use this handy checklist from the first chapter of Performance Driven CRM: How to Make Your Customer Relationship Management Vision a Reality to find out how your CRM and customer service strategy measures up to these goals |
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Tuesday, 10 July 2007 |
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‘Customers don’t like self-service technologies.’ Time was when this had more than an element of truth, as we all regaled friends and colleagues with ‘war stories’ of poor customer service, long holding queues and having to constantly repeat information before getting through to a call agent. |
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Monday, 09 July 2007 |
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A survey has found that over three-quarters of us have been “disappointed” by a slow response to a customer service email. The findings also reveal that, on average, three emails have to be sent before receiving a satisfactory response |
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Monday, 09 July 2007 |
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Shopping in the 3.0 era will move from a solitary, utilitarian task built around convenience to a destination activity where consumers specifically seek out the sites that offer rich, entertaining and exciting experiences that they can share with their friends and families. |
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Monday, 09 July 2007 |
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While most contact centers claim that their quality assurance practices are highly customer-focused, many tend to monitor and gather feedback on only those contacts that involve an interaction with one of their agents – such as though traditional phone calls, email and chat. |
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Thursday, 05 July 2007 |
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