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for the customer experience, CRM, and the contact center.
 
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Title and Description
 
 Source
 
 
 
   
   
 Captivating Stats about Customer Care  In this age of social media, sound bytes and ADHD, people love quick and catchy stats. Unfortunately, in the contact center and custome. . . read more
 
 Greg Levin
(5/21/13)
 
 Analytics Tools From Jive Help Predict Community Behavior   New business analytics technologies available from Jive Software enable businesses to measure the reach, reaction and influence of thei. . . read more
 
 Jive Software
(5/20/13)
 
 Hearsay Social Hopes to Transforms Selling in the Social Era   Hearsay Social unveiled the next generation of its social sales platform. With new capabilities targeted at sales representatives and . . . read more
 
 Hearsay Social
(5/20/13)
 
 Find the Customers Your Competitors Are Offending   In a targeted effort to appeal to Gen Y, Pizza Hut offered free pizzas for life to any attendee of last October's presidential debate w. . . read more
 
 HBR
(5/20/13)
 
 Nike Overwhelms When It Comes To "Socially Devoted" Brands  Results of Socialbakers' latest Socially Devoted brand survey for Twitter reveal Nike to be the U.S. brand to beat, dominating the top . . . read more
 
 Socialbaker
(5/20/13)
 
 TIE Kinetix Launches Social Media Syndication for Channels  TIE Kinetix, a software-as-a-service company that facilitates steps of the e-commerce lifecycle, announced the launch of its Social Me. . . read more
 
 TIE Kinetix
(5/16/13)
 
 CXPA to Deliver Certification Program for CX Professionals   The Customer Experience Professionals Association (CXPA) will launch a Certification Program for customer experience professionals in . . . read more
 
 CXPA
(5/16/13)
 
 Verint Extends Voice of the Customer Analytics with Mobile  Verint Systems has extended its Voice of the Customer (VoC) Analytics portfolio to include SMS feedback into its multichannel capabilit. . . read more
 
 Verint
(5/16/13)
 
 Noble Flexes Customer Contact Programs with Web Services   Noble Systems announced the Noble Web Interfacing Service (Noble WISE) to add flexibility to multi-channel customer contact programs. U. . . read more
 
 Noble Systems
(5/16/13)
 
 SAVO Announces Updates to Sales Mobile PRO   SAVO announced a new version of its sales enablement mobile app, Sales Mobile Pro version 4.0, touting a new user interface, whiteboard. . . read more
 
 SAVO
(5/13/13)
 
 KANA Announces Latest Email Response Management Release  KANA Software introduced KANA Response 13R1, the latest version of its email response management solution. New and improved features i. . . read more
 
 Kana
(5/13/13)
 
 Advantage Rent A Car and USAA Most Likely to Be Forgiven  All companies make mistakes. But how much goodwill have they built up for consumers to forgive them? Based on a study of 10,000 U.S c. . . read more
 
 Temkin Group
(5/13/13)
 
 Thunderhead Offers Evolution of ONE Correspond for Salesforce   Thunderhead.com announced the next stage in the evolution of ONE Correspond for Salesforce with the release of Version 2.0. The new. . . read more
 
 Thunderhead.com
(5/13/13)
 
 Noble Systems Introduces Integration to Leading CRM Solution   Noble Systems added integration between its Noble Enterprise contact center platform and Saleforce's CRM platform. The Noble Integrat. . . read more
 
 Noble Systems
(5/8/13)
 
 ForeSee Introduces the Word-of-Mouth Index (WoMI)   ForeSee introduced the Word-of-Mouth IndexSM (WoMI): The Next Generation Net Promoter Score (NPS). While NPS was designed to provide a . . . read more
 
 Foresee
(5/8/13)
 
 Extraprise Acquires Smartsource for Revenue Optimization  Extraprise has acquired SmartSource, a B2B and B2C email service provider with marketing automation, workflow and multi-channel market. . . read more
 
 Extraprise
(5/8/13)
 
 Does First Call Resolution Lead to Customer Loyalty?   It's long been thought that first call resolution is one of the main drivers of customer satisfaction. SQM's pioneering research found . . . read more
 
 Peggy Carlaw
(5/8/13)
 
 A Primer for Preventing Customer Churn   Each year, Accenture surveys thousands of consumers around the world to understand their loyalty and purchasing behaviors. The results . . . read more
 
 DestinationCRM
(5/8/13)
 
 New CampaignerSPM(tm) Helps Sales Teams Hit a Home Run   CampaignerCRM announced the launch of CampaignerSPM, an Advanced Sales Process Management (SPM) solution. Companies looking to formal. . . read more
 
 Campaigner
(5/1/13)
 
 InsightsOne Launches New Predictive Intelligence Workspace   InsightsOne announced the release of Marketing Workspace, a new feature of the InsightsOne Predictive Intelligence platform that puts t. . . read more
 
 InsightsOne
(5/1/13)
 
 Lithium Launches New Analytics Product for Improving Social ROI   Lithium Technologies unveiled Lithium Social Intelligence a next-generation analytics product designed to help brands measure social RO. . . read more
 
 Lithium
(5/1/13)
 
 HP Helps Clients Enhance Customer Interactions  HP Enterprise Services announced new services designed to enable organizations to break free from legacy contact center technology an. . . read more
 
 HP
(5/1/13)
 
 NICE Introduces Customer Engagement Analytics  NICE Systems announced the introduction of its Customer Engagement Analytics platform to combine interaction and transaction analytics.. . . read more
 
 NICE
(4/26/13)
 
 Rexter Offers Professional Relationship Management (PRM) System   Rexter launched its Professional Relationship Management (PRM) system, a tool that helps business people and executives build and mobil. . . read more
 
 Rexter
(4/26/13)
 
 Telefónica Chooses TOA Technologies for Mobile Field Service  As a central piece of its global business transformation project, Telefónica selected TOA Technologies and its mobile workforce managem. . . read more
 
 TOA
(4/26/13)
 
 Salesforce Delivers Social.com, A Social Advertising Application  Salesforce.com delivered Salesforce Social.com, an advertising application that connects social ads with CRM and social listening. Bran. . . read more
 
 Salesforce
(4/26/13)
 
  Infor Releases New Updates for Infor Epiphany Marketing   Infor announced the latest release of Infor Epiphany Marketing 10.0.2, a customer experience and interaction management application. Th. . . read more
 
 Infor
(4/19/13)
 
 Companies Deploying Verint Solutions to Help With "Gamification"   Verint announced that customers are using its Impact 360 Workforce Optimization (WFO) software as part of their business gamification i. . . read more
 
 Verint
(4/19/13)
 
 KANA Launches Omni-Channel Customer Service Suite  KANA introduced the an end-to-end omni-channel customer service suite - the next generation of KANA Enterprise - in direct response to . . . read more
 
 KANA
(4/19/13)
 
 Norwegian Cruise Line Selects NICE WFO Solutions  Norwegian Cruise Line is adopting NICE's Interaction Management, analytics-based Quality Optimization, and customer feedback survey sol. . . read more
 
 NICE
(4/19/13)
 
 Jacada Announces New Visual IVR Product for Mobile and Web   Jacada announced the introduction of Visual IVR Plus, its new IVR enhancement offering. Designed with patent pending technology to util. . . read more
 
 Jacada
(4/16/13)
 
 CXPA Launches "Ask the CX Experts" Program for Members   The Customer Experience Professionals Association (CXPA) announced a program for its members, "Ask the CX Experts," in which CXPA membe. . . read more
 
 CXPA
(4/16/13)
 
 Fuzzy Logix In-Database Analytics Now Available for SugarCRM   Fuzzy Logix announced that its in-database analytics and application solution modules are now available within SugarCRM. Using Fuzzy . . . read more
 
 Fuzzy Logix
(4/16/13)
 
 Ifbyphone Delivers Solution to Track Customer Calls in Google  Ifbyphone announced an integration of call tracking data with Google Universal Analytics. This new enhancement enables Universal Analyt. . . read more
 
 Ifbyphone
(4/16/13)
 
 Survey Reveals Apple Leads in Customer Loyalty Again  ClickFox announced findings from its second brand loyalty survey. Just in time for customer loyalty month in April, the survey examines. . . read more
 
 Clickfox
(4/15/13)
 
 5 Steps to the Most Influential Customer Communications   Research from IDG, AMA and others say about half of customer communications, content and sales conversations are not relevant to custom. . . read more
 
 Sales and Marketing Management
(4/15/13)
 
 Companies Integrating NextPrinciples Platform with SugarCRM   NextPrinciples announced SugarCRM, Marathon Sports and IT World Canada as customers of its recently launched Insight-To-Action platform. . . read more
 
 NextPrinciples
(4/15/13)
 
 Win Over Your Customers with Smart CRM Moves   Customers are the most important asset of any business - this fact would surely be agreed upon by small and large businesses alike. In . . . read more
 
 destinationcrm
(4/15/13)
 
 Is Service Being Curbed By The 'Customer Is King' Cliché?   Customer service has long been treated as the runt of the litter by businesses - forced to feed off scraps when it comes to budget, and. . . read more
 
 MyCustomer
(4/9/13)
 
 5 Customer Experience Innovation Killers   Many leaders at companies believe they are investing in innovation. What might be surprising is how that investment is not paying off. . . . read more
 
 Jeannie Walters
(4/9/13)
 
 Improving the Value of Customer Experience Analytics   It is no surprise that many businesses are taking advantage of the power of analytics. In 2010, researchers from MIT Sloan Management R. . . read more
 
 Bob Hayes
(4/9/13)
 
 Introhive Delivers Relationship Capital Platform   Introhive announced the latest version of its platform that features applications to help sales and marketing better understand and re. . . read more
 
 Introhive
(4/9/13)
 
 New Analyzers Drive Faster Access to Customer Insights  VPI announced new capabilities for the VPI EMPOWER and VPI EMPOWER 911 software suites. VPI solutions provide call recording and qualit. . . read more
 
 VPI
(4/8/13)
 
 Astea to Provide Field Service Solution Suite Through Capgemini  Astea will offer 'Astea Alliance as a Service', a scalable field service management cloud solution that combines Capgemini's infrastru. . . read more
 
 Astea
(4/8/13)
 
 Salesforce Adds Social Intelligence in Salesforce Chatter  With new Chatter Topics and Expertise, users will be able to discover insights, identify experts and find related resources, all based . . . read more
 
 Salesforce
(4/8/13)
 
 88% Of Local Consumer Feedback Missed By Brands   There is a blind spot for most retailers and it involves their loyal customers. These loyal customers are talking about a brand, on soc. . . read more
 
 Forbes
(4/8/13)
 
 Re-inventing CRM for the Customer-centric Organization   The CRM industry has always been in a unique position to contribute greatly to the future success of their customers. Yet, numerous stu. . . read more
 
 Mike Boysen
(3/28/13)
 
 An Apple A Day Keeps The Customers Coming Back  You have probably heard the phrase, "an apple a day keeps the doctor away," more times than you can count. Apples are natural, healthy,. . . read more
 
 Michael Brown
(3/28/13)
 
 Customer Experience Journey Map - the Top 10 Requirements   A customer experience journey map is an incredibly useful tool to understand and improve your customer experience. A great map documen. . . read more
 
 Jim Tincher
(3/28/13)
 
 Harness Three Social Trends Impacting Customer Support Teams   Customer support today is vastly different than it was just 10 years ago. The phone was the primary method of support, and the big "cut. . . read more
 
 Robert Johnson
(3/28/13)
 
 Call Center Provides Assistance to Livestrong Foundation   Sound Telecom, a nationwide provider of telephone answering, call center and cloud-based phone services announced that it is supporti. . . read more
 
 Sound Telecom
(3/27/13)
 
 NICE Fizzback VoC Selected by Virgin Money  NICE Systems announced that the NICE Fizzback Voice of the Customer (VoC) solution has been selected by Virgin Money to improve custom. . . read more
 
 NICE
(3/27/13)
 
 Infor Helps to Strengthen Relationships at Great Wolf Resorts   Great Wolf Resorts, a family of indoor water park resorts in North America, has selected Infor Epiphany Marketing to gain insights into. . . read more
 
 Infor
(3/27/13)
 
 Zoho CRM with BCC Dropbox, LiveDesk Integration, and MailMagnet  Zoho announced the latest round of upgrades to Zoho CRM, the company's online customer relationship management software. The new featu. . . read more
 
 Zoho
(3/27/13)
 
 TriCare and Kaiser Permanente Tops in Health Insurance CX  Based on a study of 10,000 U.S consumers, TriCare and Kaiser Permanente earned the top spots in the health insurance sector of the 2013. . . read more
 
 Temkin Group
(3/22/13)
 
 [24]7 Visual Speech Extending IVR to Smartphones   [24]7 announced the [24]7 Visual Speech solution, a new service that takes existing interactive voice response (IVR) into a mobile cus. . . read more
 
 24/7
(3/22/13)
 
 Texas Workforce Commission Selects Pegasystems  The Texas Workforce Commission (TWC) has selected Pega technology and Cooper Consulting Company to improve and revitalize its Unemploym. . . read more
 
 Pegasystems
(3/22/13)
 
 Scout Analytics To Uncover Hidden Revenue For Subscription Biz  Scout Analytics launched Scout Usage Data Hub, an analytics platform that transforms usage data into actionable metrics and custom repo. . . read more
 
 Scout Analytics
(3/22/13)
 
 KXEN Launches Predictive Offers on Salesforce  KXEN, a provider of predictive analytics for business users, announced the launch of Predictive Offers on salesforce.com's AppExchange.. . . read more
 
 KXEN
(3/21/13)
 
 Southwest Airlines and Alaska Airlines Lead Industry in CX  Based on a study of 10,000 U.S. consumers, Southwest Airlines and Alaska Airlines earned the top spots in the airline sector of the 201. . . read more
 
 Temkin Group
(3/21/13)
 
 Salesforce Unveils Next Generation of Salesforce Chatter   Salesforce.com announced the next generation of Salesforce Chatter - a social network. Companies will be able to access, create and ac. . . read more
 
 Salesforce
(3/21/13)
 
 Knoa Announces Salesforce(r) Cloud Solution   Knoa announced the availability of Knoa Experience and Performance Manager (EPM) for Salesforce Sales Cloud and Salesforce Services Clo. . . read more
 
 Knoa
(3/21/13)
 
 Marketo and Scribe Partner to Deliver Better, Smarter Data   Scribe Software announced a new partnership with Marketo to enable customers to leverage Scribe's data integration platform for better . . . read more
 
 Scribe Software
(3/15/13)
 
 Calabrio Advances WFM Capabilities to Bolster Forecast Accuracy  Calabrio announced new capabilities in its Calabrio ONE Workforce Management (WFM) software to empowers contact center personnel to mor. . . read more
 
 Calabrio
(3/15/13)
 
 You Don't Need a CEM/CRM Strategy To Be Customer Centric   A (Dutch) post covered a new white-paper from SAS, titled "Customer Centricity, still in its infancy". After reading the white-paper. . . read more
 
 Wim Rampen
(3/15/13)
 
 Attensity Improves Multi-Channel Engagement   Attensity announced the release of Attensity Respond 6.0, a new release of Attensity's Respond application designed to address the chal. . . read more
 
 Attensity
(3/15/13)
 
 Jacada Selected by Puerto Rico Medicare Plan Provider   Jacada has signed a material agreement with a leading Medicare Advantage plan provider in Puerto Rico to provide desktop, agent scripti. . . read more
 
 Jacada
(3/13/13)
 
 Confirmit Announces Customizable Mobile App   To enable consistent brand experiences wherever and however the feedback is shared, Confirmit launched Confirmit MyMobile. Whether c. . . read more
 
 Confirmit
(3/13/13)
 
 A Different Approach to Great Customer Service   With so many channels available to interact with customers, there's really no excuse for any business today not to provide consistently. . . read more
 
 Shaun Ryan
(3/13/13)
 
 Scribe Advances Data Integration with Upgrade to Platform   Scribe Software announced enhancements to its Scribe Online Platform, including the release of Integration Services. Available now, t. . . read more
 
 Scribe Software
(3/13/13)
 
 Measuring and Evaluating Your Social Media Effort   There is little doubt about the rapidly growing importance of social media. With more than a billion Facebook users, more than 500 mill. . . read more
 
 Gary Angel
(3/11/13)
 
 SAP Unveils Updates to Growing Product Line of Cloud Offerings   SAP announced several updates across its growing portfolio of cloud offerings, including line-of-business application services and its. . . read more
 
 SAP
(3/11/13)
 
 HootSuite Boosts Social Media Management with Salesforce App  HootSuite has expanded their App Directory with the introduction of three premium, best-in-class #SocialApps: CRM tool Salesforce.com, . . . read more
 
 HootSuite
(3/11/13)
 
 ASP Publishes New Report On Pricing Support & Services   A new research report from the Association of Support Professionals (ASP) reveals that most software and technology companies have adop. . . read more
 
 ASP
(3/11/13)
 
 Customers are Complaining More. That's a Good Thing  Some firms feel like the number of complaints that they are receiving is going up while some feel that it is going down. At the same t. . . read more
 
 Adrian Swinscoe
(3/8/13)
 
 Stop Comparing Yourself to the Competition! Learn From the Best   Managers generally compare themselves to their direct competitors to judge how their company is doing. All available figures are compar. . . read more
 
 Steven Van Belleghem
(3/8/13)
 
 Essential Steps to Creating a Single View of Your Customer   More and more businesses are investing in the collection of customer data either through their CRM systems or via a vast array of ERP s. . . read more
 
 DestinationCRM
(3/8/13)
 
  Intraday Task Management Technology Enables Back Office Work  Intradiem announced the ability for contact center agents to complete back office tasks during idle time using its technology. Companie. . . read more
 
 Intradiem
(3/8/13)
 
 New Oracle RightNow Cloud Service for Rapid Response  Oracle announced the latest 2013 release of Oracle RightNow Cloud Service, which includes new capabilities to help organizations automa. . . read more
 
 Oracle
(3/7/13)
 
 iYogi Deploys NICE as it Scales Global Technical Support   iYogi, a provider of technical support services to consumers and businesses, has chosen NICE to help improve operational efficiency an. . . read more
 
 NICE
(3/7/13)
 
 Americans Living in Bolivia to Telemarket into the U.S.  Firms are choosing Bolivia over the Philippines for English-speaking telemarketing. The choice they face is keeping it in house versus. . . read more
 
 EvanSales
(3/7/13)
 
 Words That Sell   The words you say, as well as the ones you don't say, can make a big impact on your sales results. A very large international insuranc. . . read more
 
 Daniel Ziv
(3/7/13)
 
 5 Myths Of Cross-brand Selling   Cross-selling became popular in through customer service and sales centers in the 1990s and on the web more recently. At the time, The . . . read more
 
 MediaPost
(3/6/13)
 
 Invest in Your Customers More Than Your Brand   To appreciate how broken most contemporary models of advertising and promotion have become, listen to Jeff Bezos complain about how Ama. . . read more
 
 HBR
(3/6/13)
 
 Avaya Unveils New Tools for Understanding the CX  Avaya unveiled new analytics and customer interaction solutions that help harness the power of big data and the growing number of ways. . . read more
 
 Avaya
(3/6/13)
 
 Nimble Offers Free Year of to Over 50 Startup Accelerators   Nimble announced that it is launching an ongoing program for startup accelerators worldwide. Nimble is offering a complimentary 2-user. . . read more
 
 Nimble
(3/6/13)
 
 GoToAssist's "Triple Play" Support Tool Adds Mobile Workstyles   Citrix announced its new cloud-based support toolset, Citrix GoToAssist. The integrated toolset offers a "triple play" combination of e. . . read more
 
 Citrix
(3/5/13)
 
 Tokyo Electron Supercharges Field Service Operations   Coveo announced that Tokyo Electron Limited (TEL) has implemented Coveo's indexing technology to solve the challenge posed from big, u. . . read more
 
 Coveo
(3/5/13)
 
 Consumers Call For Smarter Contact Centres   Seventy percent of consumers believe they often know more about the products and services they're enquiring about than the contact cent. . . read more
 
 Avaya
(3/5/13)
 
 SPLICE Leverages MyPreferences to Enhance Permissions  SPLICE Software, provider of personalized multichannel conversations, announced a partnership with Atlanta, GA-based PossibleNOW, a pr. . . read more
 
 Splice
(3/5/13)
 
 What'S The Secret Sauce For Super Surveys?   As more businesses are joining the trend to redefine themselves as customer-experience driven, understanding customers and what satisfi. . . read more
 
 MyCustomer
(2/28/13)
 
 Why Price Will Always Trump Brand And Why It Shouldn't Matter  The value of branding done right and done on a consistent basis i.e. staying true to a given brand's tone and voice over time is still . . . read more
 
  Steve Olenski
(2/28/13)
 
 How To Use Text Analytics To Measure The Customer Experience   Standard approaches to measuring customer experience suffer from flaws introduced by quali-quantification. This is the process of turni. . . read more
 
 MyCustomer
(2/28/13)
 
 Publix, Trader Joe's, Aldi, and Chick-fil-A Earn Top CX Ratings  Based on a study of 10,000 U.S consumers, Publix and Trader Joe's earned the highest scores in the 2013 Temkin Experience Ratings, rank. . . read more
 
 Temkin Group
(2/28/13)
 
 The Contact Center Association and CCEOC to Offer Certification  The CCEOC/CCA partnership will help organizations tap into a program and expertise that will improve performance, employee engagement, . . . read more
 
 CCEOC
(2/27/13)
 
 Genesys to Acquire Contact Center Provider, Angel  Genesys has reached a definitive agreement with MicroStrategy to acquire its subsidiary Angel.com Incorporated. Angel is a provider. . . read more
 
 Genesys
(2/27/13)
 
 inContact Announces New Release of Contact Center Software   inContact announced the market availability of a major new release of its cloud contact center platform. The new cloud software release. . . read more
 
 inContact
(2/27/13)
 
 Pegasystems Adds Social Collaboration and Predictive Analytics   Pegasystems announced the latest version of its process centric CRM solution. The latest release of its Customer Service Solution, Cust. . . read more
 
 Pegasystems
(2/27/13)
 
 City of Boston Leverages KANA Lagan CRM  When Superstorm Sandy hit Massachusetts, public transportation systems were shut down, flights were grounded, and schools and municipal. . . read more
 
 KANA
(2/25/13)
 
 New Agent Desktop Inspired by Consumer Applications   LiveOps announced the availability of Engage, a multichannel desktop built with both the agent and the customer in mind. Inspired by m. . . read more
 
 LiveOps
(2/25/13)
 
 Treehouse Adds New Action Studio For Marketing Professionals   TreeHouse Interactive announced a suite of new nurturing campaign design tools called Action Studio-part of its enhanced Marketing Vie. . . read more
 
 Treehouse
(2/25/13)
 
 From High Task to High Touch   Your company has invested in the latest CRM software and you're busy populating it with as much relevant customer data as possible. You. . . read more
 
 DestinationCRM
(2/25/13)
 
 OpenText Announces StreamServe 5.6   OpenText announced the immediate availability of StreamServe 5.6, OpenText's new Customer Communications Management (CCM) solution that. . . read more
 
 OpenText
(2/22/13)
 
 Batchbook Expands with App for HootSuite   Batchbook announced its social CRM software is now integrated with HootSuite enabling business teams to stay socially connected with th. . . read more
 
 Batchbook
(2/22/13)
 
 Scribe and Datix Partner to Extend Value of Epicor ERP Software  Scribe announced a new partnership with Datix, an Epicor 9 software services specialist. With Scribe, Datix will empower Epicor 9 custo. . . read more
 
 Scribe Software
(2/22/13)
 
 Don't Confuse CX Technology with Customer Experience Management   You're a customer, so you're a perfect judge of logic when it comes to the ways companies are trying to get ahead with customers. First. . . read more
 
 Lynn Hunsaker
(2/22/13)
 
 BT Contact Boosts Video And Social Media Capabilities  BT announced enhancements to its contact center portfolio, BT Contact, by integrating the latest contact center solutions from its tech. . . read more
 
 BT
(2/20/13)
 
 NICE Mobile Reach Selected by Telefónica  NICE Systems announced that NICE Mobile Reach, a solution for mobile customer service, was selected for initial deployment by Movistar,. . . read more
 
 NICE
(2/20/13)
 
 37% Of Tweets Mentioning Retailers Are Customer Service-Related   Conversocial announced the results of a new study analyzing Twitter conversations pertaining to four major US retailers: Costco, Kroger. . . read more
 
 Conversocial
(2/20/13)
 
  CSO Insights Study Shows 63% of Sales Reps Met Quota in 2012   Sixty-three percent of sales people met quota, according to the latest CSO Insights Sales Performance Optimization (SPO) study, the sam. . . read more
 
 Docusign
(2/20/13)
 
 Creating A Customer Curiosity Strategy   Curiouser and curiouser....it seems that these days it's not just Alice getting curious in Wonderland. Today's consumer is also curious -. . . read more
 
 MyCustomer
(2/18/13)
 
 Why Companies Are Vulnerable In The 'Age Of The Customer'?   So much of what is happening under the Customer umbrella occurs to me as being wide of the mark. Why? Because of the unwillingness to. . . read more
 
 Maz Iqbal
(2/18/13)
 
 Why Big Testing Will Be Bigger Than Big Data   Big data is a big topic these days, one that has made its way up to the C-suite. The CMO may not yet fully understand what big data is,. . . read more
 
 SearchEngineLand
(2/18/13)
 
 Customer-Centric Thinking: A Collaboration of Man and Machine   Of the five habits of customer-centric leaders, Bob Thompson supposes Think is his favorite. Perhaps he was influenced by IBM, where I . . . read more
 
 Bob Thompson
(2/18/13)
 
 ONTRAPORT Launches Marketing Platform for Small Businesses   One of the biggest headaches for small business owners today is finding, deploying, and managing the technology they need to run their . . . read more
 
 ONTRAPORT
(2/13/13)
 
 Competing Beyond Price To Maximize Customer Loyalty   The economy slowly is recovering, encouraging consumers to research and purchase products more frequently. However, today's tech-savvy . . . read more
 
 Retail Touch Points
(2/13/13)
 
 Understanding The New "Moments Of Truth"   As the former CMO of OfficeMax, Target, and Sears, Bob Thacker knows a thing or two about the various "moments of truth" throughout the. . . read more
 
 Imedia
(2/13/13)
 
 Stop Listening to Your Customers   What will persuade you? Every business is interested in what influences and persuades their customers and consumers, and one of the . . . read more
 
 HBR
(2/13/13)
 
 Do You Walk in Your Customers' Shoes?   How you engage your team in knowing and understanding the lives of your customers is one of the things that differentiates the "beloved. . . read more
 
 Jeanne Bliss
(2/12/13)
 
  When Customers and Employees Clash Online   Recently, a pastor in St. Louis dined with a party of 10 at Applebee's. When her check came with an automatic 18% tip already added (st. . . read more
 
 HBR
(2/12/13)
 
 Are Social CRM Strategists Falling For Tumblr?   Businesses have been posting, tweeting and now even pinning their hearts out all over the Web in hopes of getting those coveted custome. . . read more
 
 SearchCRM
(2/12/13)
 
 SalesPortal's Audience Segmentation Personalizes Offers   SalesPortal introduced a proprietary offer personalization engine. Offer personalization enables consumers to receive targeted product . . . read more
 
 SalesPortal
(2/12/13)
 
 New Amdocs CES 9 Suite  Amdocs announced the release of Amdocs CES 9, the company's latest product suite. This major release delivers real-time integration fr. . . read more
 
 Amdocs
(2/11/13)
 
 IntelliResponse Adds Predictive Matching Capabilities  IntelliResponse Systems announced the general availability of IntelliSuggest -- a new feature of IntelliResponse Virtual Agent 6.2. Int. . . read more
 
 Intelliresponse
(2/11/13)
 
 Banking Survey: Mobile Apps Fall Short Of Consumer Expectations   Varolii announced the results of a national survey of more than 600 consumer adults across the United States about mobile banking appli. . . read more
 
 Varolii
(2/11/13)
 
 eWayDirect Launches Multi-Channel Customer Acquisition Solution  eWayDirect announced the launch of CertainSource 2.0, a multichannel B2C customer acquisition solution that maximizes customer conversi. . . read more
 
 eWayDirect
(2/11/13)
 
 Altitude Delivers Customer Insight with Oracle/Siebel Connector   Altitude Software announced the availability of the Altitude+Siebel Connector for the Oracle Siebel 8.1, the latest version of the join. . . read more
 
 Altitude
(2/7/13)
 
 Increase Customer Quality of Experience While Achieving ROI  To succeed in this competitive business landscape, providing a continuously positive customer experience is critical. In fact, your cus. . . read more
 
 Tim Moynihan
(2/7/13)
 
 Customer Journey Mapping - Doing It Right   A recent Forrester Research report discusses a customer journey mapping phenomena that Strativity Group has also experienced in recent . . . read more
 
 Lior Arussy
(2/7/13)
 
 Can A Customer Experience Program Change Your Culture?   What's your NPS? Every month the C-suite at Gold's Gym places calls to a few gyms in its global franchise to ask whomever answers the p. . . read more
 
 Michelle deHaaff
(2/7/13)
 
 RightAnswers SuiteApp for NetSuite's SuiteCloud Now Available   RightAnswers announced the availability of the RightAnswers SuiteApp, built using NetSuite's SuiteCloud Computing Platform. The integra. . . read more
 
 RightAnswers
(2/6/13)
 
 Genesys Connect for Salesforce Service Cloud Now Available  Genesys announced the availability of Genesys Connect for Service Cloud on salesforce.com's AppExchange. Genesys expanded its relatio. . . read more
 
 Genesys
(2/6/13)
 
 ExactTarget Adds MobilePush Application   ExactTarget launched its new MobilePush application expanding the company's mobile marketing capabilities with an application to power . . . read more
 
 ExactTarget
(2/6/13)
 
 Nexidia Introduces Real-Time Monitoring for Collections  Nexidia announced the release of Nexidia Live Collection Assistant, a solution that works in conjunction with Nexidia Scan to trigger a. . . read more
 
 Nexidia
(2/6/13)
 
 Enterprise Customer Experience, A Convergence   Customer Experience is the superset of sensations, emotions and perceptions felt by your customers before, during and after product or . . . read more
 
 Mitch Lieberman
(2/4/13)
 
 NICE Launches Cloud-Based Workforce Optimization Suite   NICE Systems announced the launch of its cloud-based Workforce Optimization (WFO) suite, with capabilities for Recording, Quality Manag. . . read more
 
 NICE
(2/4/13)
 
 Why CRM vendors will be turning to the dark side in 2013   Last year, we witnessed brands increasingly turn to customer experience to give them that much desired competitive edge. And as the ter. . . read more
 
 William Band
(2/4/13)
 
 Voyeurism in loyalty programs   Phocuswright, the travel industry's leading research site in a recent article singles out a rapidly growing trend among travelers, part. . . read more
 
 Vijay Dandapani
(2/4/13)
 
 Higher Performing Companies Have More Engaged Employees   Temkin Group released a new research report: "Employee Engagement Benchmark Study, 2013." The report analyzes the level of engagement t. . . read more
 
 Temkin Group
(1/31/13)
 
 Infor Delivers Social Data Capabilities for Infor Epiphany   Infor announced the availability of an updated version of Infor Epiphany Sales & Service that provides real-time data to help companies. . . read more
 
 Infor
(1/31/13)
 
 Get Satisfaction Solution Brings Community Platform to SMB  Get Satisfaction, a community platform for creating engaging customer experiences, announced a new solution specifically designed and p. . . read more
 
 GetSatisfaction
(1/31/13)
 
 Genesys to Acquire UTOPY  Genesys signed a definitive agreement to acquire UTOPY. UTOPY delivers workforce optimization solutions, including speech and text ana. . . read more
 
 Genesys
(1/31/13)
 
 Creating Customer Experiences When Loyalty, CRM Come Together   Ask marketers or loyalty marketing service providers (L-MSPs) what will be a common 2013 theme and they'll tell you "convergence" - jus. . . read more
 
 Michael Hemsey
(1/29/13)
 
 Surveys are Dead - Killed by 20 Year Old Strawberry Jam  It isn't every day that a twenty-year old research paper challenges current Voice of the Customer practices using the principles of qua. . . read more
 
 Mike McMaster
(1/29/13)
 
 Today's VOC Program Challenges   As technology and the flow (flood? influx?) of data evolve, so must your VOC efforts. These and other aspects of a changing business wo. . . read more
 
 Annette Franz Gleneicki
(1/29/13)
 
 Customer Experience: Is It The Chicken or Egg?   Companies are starting to see the light. They are embracing the principles that Apple, Google, and Philips Electronics have been advoc. . . read more
 
 Forbes
(1/29/13)
 
 Customer Complaints: The Gift of Getting the Whole Picture   Along with performance and loyalty metrics gathered through research, complaints are one of the best sources of customer data a supplie. . . read more
 
 Michael Lowenstein
(1/28/13)
 
 5 Unexpected Ways to Improve Customer Service   Trying to continuously improve should expand past improving your sales numbers, boosting your margin, and taking out your competitors. . . . read more
 
 Dana Prince
(1/28/13)
 
 Stepping On The Scale   So it's that time of year when you take advantage of the hopeful, cleansing and prosperous thoughts of a new year and look to leave beh. . . read more
 
 MediaPost
(1/28/13)
 
 Conversocial Introduces Social Customer Service Channels  Conversocial announced the release of "Proactive Customer Service Channels", offering Twitter search capabilities dedicated to deliveri. . . read more
 
 Conversocial
(1/28/13)
 
 6 Things Every Customer Wants   All customers want the highest quality at the lowest price, right? Well, sort of. That stuff is important but, surprisingly, the qualit. . . read more
 
 Inc Magazine
(1/24/13)
 
 Technology Report: State of SMB CRM Integration, IT Pain Points  Scribe Software announced the results of an industry study focused on the state of CRM in the Small Business (SMB) sector, and top SMB . . . read more
 
 Scribe Software
(1/24/13)
 
  TeamSupport Increases Functionality for Enterprise Customers   TeamSupport released a new version of its software suite that enhances its capabilities to meet the needs of larger organizations with. . . read more
 
 TeamSupport
(1/24/13)
 
 NextPrinciples Launches Social Analytics and Engagement Platform   NextPrinciples launched Insight-To-Action, an integrated social analytics and engagement platform designed to help medium-to-large orga. . . read more
 
 NextPrinciple
(1/24/13)
 
 Why Don't Loyalty Programs Connect With Consumers?   A recent survey finds that retailer loyalty programs are still failing to emotionally engage customers. The survey of 60+ retailers . . . read more
 
 Retail Wire
(1/23/13)
 
 Neolane Expands Analytics to Enable Conversational Marketing   Conversational marketing technology provider Neolane announced a new version of its marketing analytics technology. Neolane Marketing A. . . read more
 
 Neolane
(1/23/13)
 
 Infosys Launches AssistEdge, Cross-Channel Solutions  Infosys announced the launch of AssistEdge, a product to deliver an integrated and cross-channel experience to its customers. The pro. . . read more
 
 InfoSys
(1/23/13)
 
 40% of Shoppers Would Spend More if Offered a Better CX  Previously it was commonly assumed that price was the best way to beat the competition, but that just results in a self-defeating race . . . read more
 
 David Moth
(1/23/13)
 
 Research Report Reveals Four Core Competencies for CX Success   Temkin Group released a new research report: "The Four Customer Experience Core Competencies." The report identifies the capabilities r. . . read more
 
 Temkin Group
(1/22/13)
 
 Lenovo and Optus Select [24]7 Assist to Improve Chat Experience   Lenovo and Optus have selected [24]7 Assist, a live chat solution that combines prediction and real-time decisioning with big data ana. . . read more
 
 [24]7
(1/22/13)
 
 Calabrio Triples Recording Efficiency to Attack TCO  Calabrio announced major enhancements to its call recording platform to reduce the cost and complexity of recording-based applications,. . . read more
 
 Calabrio
(1/22/13)
 
 Digital DataVoice Partners with VHT for Callback Solutions   Digital DataVoice (DDV) and Virtual Hold Technology (VHT) are partnering to offer multichannel callback solutions that bridge the gap b. . . read more
 
 Virtual Hold
(1/22/13)
 
 Noble Releases Noble Maestro for Contact Center Management   Noble Systems announced the release of Noble Maestro 7.1 featuring an intuitive manager portal for the Noble Enterprise Solution Suite,. . . read more
 
 Noble Systems
(1/18/13)
 
 Verint Introduces Real-Time Personalized Guidance  Verint Systems announced Personalized Guidance as part of its Workforce Optimization solution. Personalized Guidance provides real-time. . . read more
 
 Verint
(1/18/13)
 
 New Reevoo Insight To Harness Social Data  Reevoo, a cloud-based social business solution provider, announced Reevoo Insight, a new real-time social analytics solution for custom. . . read more
 
 Reevoo
(1/18/13)
 
 Infor to Release Interaction Advisor on the Salesforce Platform  Infor, a provider of business application software, announced that Interaction Advisor will soon be available on the Salesforce Platfor. . . read more
 
 Infor
(1/18/13)
 
 Best Practices For Social Media Customer Care   Social media has arrived as a first choice channel of interaction for consumers to seek customer care and technical support. It's the n. . . read more
 
 John Bryson
(1/16/13)
 
 Sure, Big Data Is Great. But So Is Intuition  It was the bold title of a conference at the Massachusetts Institute of Technology, and of a widely read article in The Harvard Busine. . . read more
 
 New York Times
(1/16/13)
 
 Winners of 2012 Customer Experience Excellence Award   Temkin Group, a market research and consulting firm that helps organizations improve their customer experience, announced the winners . . . read more
 
 Temkin Group
(1/16/13)
 
 Why Contact Centers Are Moving to the Cloud   The contact center infrastructure market is at the most significant inflection point in its 30-plus-year history. The cloud-based conta. . . read more
 
 Donna Fluss
(1/16/13)
 
 Should You Bother Using Social Media to Serve Customers?   "I'm telling everyone I know about how rude your customer service people are." If you were browsing Facebook or Twitter and y. . . read more
 
 HBR
(1/14/13)
 
 Create a Better Customer Web Experience   For many years, Web content management has been the realm of relatively unstructured content. The most basic content management systems. . . read more
 
 Arjen van den Akker
(1/14/13)
 
 Why Customer-Centric Strategy is Overrated  Ever hear "[insert breaking trend] is a strategy" to compete, grow, differentiate, etc.? CRM is a strategy. CEM is a strategy. Social m. . . read more
 
 CustomerThink
(1/14/13)
 
 Goldman Sachs Leads $54 Million Investment in Infusionsoft   Infusionsoft announced $54 million in growth capital financing from Goldman Sachs. The company will use the funds to ramp up product de. . . read more
 
 Infusionsoft
(1/14/13)
 
 Voice Biometrics for Fraud Prevention in the Contact Centers   NICE Systems announced the launch of its Contact Center Fraud Prevention solution, which tracks fraud patterns and screens all phone in. . . read more
 
 NICE
(1/10/13)
 
 Managing a Customer-Driven Supply Chain   In today's complex supply chain environment, customer service between shippers and their logistics providers means more than just a fri. . . read more
 
 Inbound Logistics
(1/10/13)
 
 Customer Experience - On Purpose   Customer experience, by definition, reflects the impression consumers form as they interact with brands. Trends become apparent by the . . . read more
 
 Shaun Smith
(1/10/13)
 
 ACT! Social Updates Help Small Businesses with Customer Insights  Sageannounced enhanced social media integrations for its Sage ACT! 2013 (version 15.1) contact and customer management system. Sage ACT. . . read more
 
 Sage
(1/10/13)
 
 Remember When Trust Actually Meant Something?   The company that I would like to start - or at least patronize - sells trust. That's its product. It gives you a good feeling. It re. . . read more
 
 Michael Wolff
(1/9/13)
 
 The Future of Loyalty Rests in Unexpected Places   If you think that social media, group buying and word-of-mouth are the key trends that will shape loyalty marketing in 2013, I've got a. . . read more
 
 Bryan Pearson
(1/9/13)
 
 MLB teams batting a thousand with social CRM strategy   Take me out to the ballgame. And while you're at it, I prefer bleacher seats for Wednesday night games, want an IPA to wash down a p. . . read more
 
 SearchCRM
(1/9/13)
 
 GeoFluent to Support International Customers via Liveperson  Lionbridge Technologies has expanded its relationship with LivePerson and features GeoFluent to support its international clients that. . . read more
 
 LivePerson
(1/9/13)
 
 Customer Service: Why It Matters - And How To Do It Right   For many companies, customer service is a cornerstone of their customer experience strategy. It's an area of increasing importance beca. . . read more
 
 Kate Leggett
(1/8/13)
 
 The Customer Is Not In Control. Nor Are You!   One of the key-premises of the "Social era" is that the power has shifted from companies to Customers. We've all read cases of "United . . . read more
 
 Wim Rampen
(1/8/13)
 
 Windstream Launches Wendy, a Virtual Agent Powered by VirtuOz  Windstream Communications, a provider of high-speed Internet, streaming entertainment, home phone and digital TV services to residentia. . . read more
 
 VirtuOz
(1/8/13)
 
 Temkin Publishes Its Top Customer Experience 2013 Trends to Watch  Temkin Group released its forecast of 13 customer experience trends to watch in 2013. In a previous research report, The Future of Cus. . . read more
 
 Temkin Group
(1/8/13)
 
 Transitions Optical to "Keep an Eye" on its CRM Efforts   Conversational marketing technology provider Neolane and The Marketing Store Worldwide, a brand activation agencies, announced the impl. . . read more
 
 Neolane
(1/7/13)
 
 Study Highlights Service as Growing Influencer in Satisfaction  Verint announced results from a new customer satisfaction survey of more than 7,000 consumers throughout the United States, United King. . . read more
 
 Verint
(1/7/13)
 
 Customer Lifetime Value: Four Phases To Maximize Success  In any business, the customer experience and customer lifetime value can make or break your ability to drive and accelerate both growth. . . read more
 
 Matt Heinz
(1/7/13)
 
 Managing Customer Expectations is Biggest Barrier  Managing customer expectations and communicating with customers are among the top challenges facing customer service departments - an a. . . read more
 
 ASQ
(1/7/13)
 
 Neolane Extends SoLoMo Marketing with Facebook Open Graph Data   Conversational marketing technology provider Neolane announced enhancements to Neolane Social Marketing, an application in Neolane's ma. . . read more
 
 Neolane
(12/19/12)
 
 Research: Many Consumers Stop Spending After a Bad Experience   Temkin Group, a market research and consulting firm, released a new research report: "What Happens After A Good or Bad Experience?" The. . . read more
 
 Temkin Group
(12/19/12)
 
 Angel Unveils New Outbound Campaign Manager   Angel, a provider of cloud-based Customer Experience (CX) solutions and division of MicroStrategy, introduced Angel Outbound Campaign . . . read more
 
 Angel
(12/19/12)
 
 Open Source CRM Zurmo Ships Version 1.0   Developers of the Zurmo Open Source Customer Relationship Management application announced the General Audience (GA) release of Zurmo. . . read more
 
 Zurmo
(12/19/12)
 
 SDL Survey on CXM Reveals Essentials to Creating a Great CX  Product information - whether that's user manuals, how-to guides, or installation and troubleshooting guides - has always been consider. . . read more
 
 SDL
(12/18/12)
 
 Experian Selects Aspect to Bring Customizable Data  Experian has selected Aspect to improve the company's agent and call center performance. By leveraging the power of Aspect's Applicatio. . . read more
 
 Aspect
(12/18/12)
 
 Sage SalesLogix v8.0 Enriches Team Collaboration   Sage North America announced the new Sage SalesLogix v8.0 customer relationship management (CRM) system. Sage SalesLogix v8.0 includes. . . read more
 
 Sage
(12/18/12)
 
 The New Science of Retaining Customers   Consider this familiar story. After promising initial purchases, your marketing team observes a steep falloff of buyer interest for som. . . read more
 
 DestinationCRM
(12/18/12)
 
 IDInteract Offers Demand-Based Approach to CRM  IDInteract, a provider of products that empower enterprise brand marketers to identify and interact with individuals and prospect clu. . . read more
 
 IDInteract
(12/12/12)
 
 Accenture Launches Customer Insight Software Solution for Banks  Accenture has launched a new banking software solution designed to improve customer insights and increase sales for clients in the bank. . . read more
 
 Accenture
(12/12/12)
 
 Satmetrix Partners with CX Thought Leaders to Launch NP360   Satmetrix, the Net Promoter Company and provider of cloud-based customer experience software for companies worldwide, announced the la. . . read more
 
 SatMetrix
(12/12/12)
 
 Nimble, HootSuite Offer Integration to Close Social Selling Loop  activity to lead generation, sales efforts and customer retention. Santa Monica, CA - December 11, 2012 - Nimble, the pioneer of s. . . read more
 
 Nimble
(12/12/12)
 
 Four Ways to Get the Most Out of Enterprise Workforce Management   Contact centers have long relied on workforce management (WFM) software to deliver better service and greater operational efficiency at. . . read more
 
 Contact Professional
(12/6/12)
 
 The Rise and Fall of CRM 1.0: A Talk With Jon Ferrara of Nimble   Jon Ferrara got started in the Customer Relationship Management industry the hardest way: he helped to create it, ground-up. Currently. . . read more
 
 Forbes
(12/6/12)
 
 Six CRM lessons from 2012   As the curtain falls on another year, we take a look back at some of the news and stories that we've covered in the past 12 months, and. . . read more
 
 MyCustomer
(12/6/12)
 
 CX Power Maps: Understanding What your Employees Really Think  One of the most difficult issues to get to grips with in Customer Experience is employee culture. Yet without gaining an understanding . . . read more
 
 Steven Walden
(12/6/12)
 
 Pegasystems Empowers SAP Clients to Address Growth Initiatives  Pegasystems announced that the company is upgrading ERP solutions with its new Pega Process Extender, which enables organizations to le. . . read more
 
 Pegasystems
(12/5/12)