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| | Giving a Voice to the Contact Center The traditional view of the contact center (and that of customer service in general) has been as a mission-critical operational departm. . . read more
| | Keith Dawson
(5/21/12) | |
| | The Big Three When it comes to CRM When discussing the future of CRM, there is one underlying element that is quite peculiar. The conversations were about solving prob. . . read more
| | Esteban Kolsky
(5/17/12) | |
| | eBizNET and VSI Integrate Supply Chain and Service Management Vertical Solutions (VSI) and eBizNET Solutions have formed a partnership to integrate their cloud-based solutions. Aftermarket service . . . read more
| | Vertical Solutions
(5/17/12) | |
| | Aspect Introduces Cloud-Based Customer Interaction Capabilities Aspect announced the introduction of Aspect On Demand, a hosted offering that allows contact centers to leverage Aspect's customer inte. . . read more
| | Aspect
(5/17/12) | |
| | Rooms To Go Selects USAN for Multichannel Contact Center USAN, a provider of multichannel contact center products, announced that Rooms To Go, an independent furniture company, has selected . . . read more
| | USAN
(5/17/12) | |
| | CallCopy Offers Upgraded Workforce Optimization Suite CallCopy, a provider of contact center call recording and workforce optimization (WFO) solutions, announced an updated version of cc: . . . read more
| | CallCopy
(5/15/12) | |
| | Four Ways Mobile Will Boost Your CRM Strategy Many companies have realized that a great way to reach and engage with customers, regardless of their location, is via mobile phones. M. . . read more
| | DestinationCRM
(5/15/12) | |
| | Busting 3 Myths about the Value and Cost of Customer Service Anyone involved with the customer service group within an organization is trying to provide the best level of support to customers whil. . . read more
| | Contact Professional
(5/15/12) | |
| | New Strategies for Customer Relationship Management Customer relationship management (CRM) practices have traditionally included sales activities, marketing, customer care and even techni. . . read more
| | Steve Copeland
(5/15/12) | |
| | MobileAware Powers KLM's new Meet & Seat Service MobileAware provides the technology behind airline KLM's new Meet & Seat service. The service enables passengers to easily see who els. . . read more
| | MobileAware
(5/14/12) | |
| | Is your CRM Under-Performing Recent research of 133 organisations by Forrester found that CRM strategy was lacking, with 27% of problems centred on difficulties wit. . . read more
| | BPMOnline
(5/14/12) | |
| | The 5 Big Lies of Social Media ROI The quest for return on investment is an old problem. John Wanamaker once famously complained, "Half the money I spend on advertising i. . . read more
| | Jesse Stanchak
(5/14/12) | |
| | What CRM Means In a Social Age Many marketers now have more fans and followers across social media than they do e-mail or direct subscribers. Brands are forced to ado. . . read more
| | Michael Scissons
(5/14/12) | |
| | Meet Generation C: The Connected Customer Marketers, educators, parents, it seems that almost anyone in the Generation X or Boomer demographic is scratching their heads trying t. . . read more
| | Brian Solis
(5/10/12) | |
| | Customer Experience Makeover: How Banks Can Make You Love Them Do you love your bank? For most of us the answer will be a resounding 'No!' Yet there are a few banks that manage to gain the affection. . . read more
| | Shaun Smith
(5/10/12) | |
| | Voxeo and IVS to Breathe Life into Legacy Voice Applications Voxeo and Integrated Voice Solutions announced the ability to automate the migration from existing legacy and end-of-life interactive v. . . read more
| | Voxeo
(5/10/12) | |
| | Salesportal Adds Direct Mail Marketing Service To Ad Network SalesPortal, a new cloud-based technology that builds marketing partnerships for enterprise contact centers, has added a service that e. . . read more
| | SalesPortal
(5/10/12) | |
| | Verizon and VHT Help Organizations Dial Down Hold Times Probably nothing is more frustrating to a caller trying to reach a customer service representative than having to endure a seemingly en. . . read more
| | Virtual Hold
(5/10/12) | |
| | The 4 Cs Of Gaining Social Customers Many of us in the marketing world are focused on the science -- and art -- of customer acquisition. It's a very direct, number-driven g. . . read more
| | Scott Meldrum
(5/9/12) | |
| | The Future of Customer Contact In 2011, we truly became a connected world-a world in which it is a rare occurrence to find ourselves cut off from others. This has now. . . read more
| | DestinationCRM
(5/9/12) | |
| | Is CRM Failing our Businesses? Around 90% of new leads don't convert to a sale for most businesses. And yet we spend the majority of our time, effort and money focusi. . . read more
| | MyCustomer
(5/9/12) | |
| | 3 Loyalty Models to Develop Maximum Engagement Effective crisis management requires using social media well. But social media isn't an emergency envelope you tear open when crisis st. . . read more
| | Chris Syme
(5/9/12) | |
| | The Business Impact of Customer Experience Megan Burns has published Forrester's fourth annual report "The Business Impact of Customer Experience" using updated data from the 201. . . read more
| | Megan Burns
(5/8/12) | |
| | Six Things To Think About Before You Spend More On CRM In spite of the challenging economic environment, CRM spending continues to grow. While other categories have suffered collateral damag. . . read more
| | MyCustomer
(5/8/12) | |
| | NICE Introduces Analytics-Driven Offering NICE has introduced an integrated Customer Interaction Management offering, which enhances its current offering with the integration of. . . read more
| | NICE
(5/8/12) | |
| | ICMI Unveils New Call Center Professional Certification The International Customer Management Institute (ICMI) unveiled the next-generation of CIAC Certification, a standard for professional . . . read more
| | ICMI
(5/8/12) | |
| | Envision Announces Upgrade to its Centricity WFO Suite Envision announced the next upgrade of its Envision Centricity Team Optimization Suite for workforce management, workforce optimizatio. . . read more
| | Envision
(5/8/12) | |
| | Survey Says Increased Retention Within Reach for Contact Centers In an industry where the churn of employees is between 30%-50% and the cost of hiring is as high as 30%[i] of the agent's yearly income. . . read more
| | Jabra
(5/7/12) | |
| | Noble Systems Enhances its Speech Analytics Suite Contact center managers and leaders can now look to Noble Speech Analytics to align agent performance with overall goals. Available . . . read more
| | Noble Systems
(5/7/12) | |
| | Rootstock and FinancialForce to Deliver New Solutions Rootstock Software and FinancialForce.com, announced an agreement to deliver a native end-to end-supply chain and accounting solution f. . . read more
| | FinancialForce
(5/7/12) | |
| | Campaign Commander Delivers Customer Intelligence Emailvision announced the availability of the newest version of Campaign Commander Enterprise Edition. This release offers capabilities. . . read more
| | EmailVision
(5/7/12) | |
| | IBM to Acquire Tealeaf for Smarter Commerce IBM announced a definitive agreement to acquire Tealeaf Technology, a provider of customer experience analytics software that helps org. . . read more
| | Tealeaf
(5/3/12) | |
| | How Bezos Decodes The Customer A few months ago Amazon reached what its founder and CEO Jeff Bezos demurely said was "an interesting milestone." The retailing giant, . . . read more
| | GRMA
(5/3/12) | |
| | It's Not the Violin; It's the Violinist One afternoon, after watching Erich Dietz shank 20+ golf balls, a bystander said, "Hey kid... it's not the violin; it's the violinist." . . . read more
| | Erich Dietz
(5/3/12) | |
| | Customer Journey Mapping And The Social Customer New digital channels, particularly social media and mobile, have changed how customers interact with organizations and brands. Their ba. . . read more
| | MyCustomer
(5/3/12) | |
| | Introducing the Self-Service Generation Look in the mirror. We are living in the self-service data generation. All ages, from all walks of life, obsessively use the Internet a. . . read more
| | ClickZ
(5/2/12) | |
| | More Companies Using SAP Sales OnDemand Companies such as 3M and Optimal Solutions are seeing the results of a new sales-effectiveness approach with a cloud solution from SAP.. . . read more
| | SAP
(5/2/12) | |
| | Jive Releases New Cloud Platform Jive Software announced its next-generation platform, introducing an array of features for social business technology. The new platform. . . read more
| | Jive Software
(5/2/12) | |
| | There's No Such Thing As A Loyal Customer Loyalty programs are nothing new in the retail industry. After all, S&H Green Stamps were part of a popular, universal rewards program . . . read more
| | Marc Ginsberg
(5/2/12) | |
| | Autonomy Unveils Rich Media Management Platform Autonomy, an HP Company, unveiled NewSocial 24x7 and MultiMedia Broadcast Monitoring solutions, language agnostic media monitoring an. . . read more
| | Autonomy
(5/1/12) | |
| | NICE Launches Mobile Reach For Smart Devices NICE introduced the NICE Mobile Reach (MR) solution for assisted customer service over smartphones and tablets. NICE Mobile Reach allo. . . read more
| | NICE
(5/1/12) | |
| | C.H. Briggs Company to Go Live on Inforce Everywhere C.H. Briggs Company, one of the largest independently-owned distributors of interior and specialty building products in the United Stat. . . read more
| | Infor
(5/1/12) | |
| | Nimble Offers Free Year of Social CRM Business Edition Nimble is now offering qualifying community managers across the globe a one-year complimentary business edition subscription. Acknowled. . . read more
| | Nimble
(5/1/12) | |
| | Genesys Links Mobile Apps with Customer Service Agents Genesys launched a mobile customer care solution that provides smart phone users access to agents in the contact center and beyond - a. . . read more
| | Genesys
(4/30/12) | |
| | HP Helps Organizations Enhance Engagement via Social Networks HP announced enhancements to its customer relationship management (CRM) services that help clients engage in conversations with custom. . . read more
| | HP
(4/30/12) | |
| | Marketo Acquires Crowd Factory for Social Marketing Automation Marketo has redefined marketing automation with the acquisition of Crowd Factory, a social campaign management platform. With its firs. . . read more
| | Marketo
(4/30/12) | |
| | SetLogik Releases Data Management and Analytics App SetLogik, a provider of sales and marketing cloud solution for B2B, announced the release of SetLogik Express for Salesforce. The rel. . . read more
| | SetLogik
(4/30/12) | |
| | Moxie Software Expands Its Salesforce.com Integration Moxie Software announced the availability of Salesforce.com integration for Spaces by Moxie communication channels, including chat, ema. . . read more
| | Moxie Software
(4/30/12) | |
| | Salesforce.com Unveils the Government Cloud Salesforce.com unveiled the Government Cloud that will include a dedicated, multi-tenant instance of salesforce.com's cloud infrastruct. . . read more
| | Salesforce
(4/26/12) | |
| | KANA Acquires Cloud Customer Service Company Trinicom KANA Software has completed its acquisition of privately held Trinicom, a provider of cloud-based web customer service (WCS) and custom. . . read more
| | Kana
(4/26/12) | |
| | Xactly Incent Helps Improve Sales Compensation Efficiency Helping enterprise customers drive better business results through incentive compensation programs, Xactly Corporation has introduced n. . . read more
| | Xactly
(4/26/12) | |
| | Knoa Software Launches EPM 7.0 for Oracle Siebel CRM Knoa, a provider of end-user experience and performance management software, announced the availability of Knoa Experience and Perfor. . . read more
| | knoa
(4/26/12) | |
| | Savtira Selects Oracle RightNow CX Cloud Service Savtira, a Software-as-a-Service (SaaS) Cloud Commerce solutions company, announced it will implement Oracle's RightNow CX Cloud Servic. . . read more
| | Oracle
(4/26/12) | |
| | Avidian Takes Outlook-Based CRM to the Cloud Avidian Technologies announced the addition of Prophet Ultimate OnDemand Edition to the company's line of Microsoft Outlook-based cust. . . read more
| | Avidian
(4/24/12) | |
| | Infusionsoft Offers New Version of All-in-One Sales and Marketing Infusionsoft announced the Spring 2012 Release of its all-in-one sales and marketing software for small businesses. The Spring Release . . . read more
| | InfusionSoft
(4/24/12) | |
| | KnoahSoft and Esnatech Partner KnoahSoft and Esna Technologies (Esnatech) formed a partnership to offer a suite of UC and contact center tools. By pairing Esnatec. . . read more
| | KnoahSoft
(4/24/12) | |
| | American Home Mortgage Servicing Implementing Verint Verint Systems announced that American Home Mortgage Servicing - the 13th largest mortgage servicer in the country - is implementing it. . . read more
| | Verint
(4/24/12) | |
| | Voxeo Integrates Location-Based Intelligence With Voice Self-Service Voxeo has taken the mobile customer experience one step farther by incorporating location-based services (LBS) into its interactive voi. . . read more
| | Voxeo
(4/24/12) | |
| | Affinity Property Management Adopts Rainmaker LRO(tm) Software The Rainmaker Group announced that Affinity Property Management, a boutique property management company serving Oregon and SW Washingto. . . read more
| | Rainmaker Group
(4/23/12) | |
| | Current SFA Business Analytics Disappoint and Inhibit Success Birst announced the results from a new survey of business analytics professionals that highlights the growing need for more capable and. . . read more
| | Birst
(4/23/12) | |
| | InvisibleCRM Releases a File Sharing App for Salesforce InvisibleCRM announced the release of SalesFolder 3.0, a new version of the file management solution for salesforce.com. It features. . . read more
| | InvisibleCRM
(4/23/12) | |
| | Texas County & District Retirement System Chooses Pegasystems Texas County & District Retirement System (TCDRS) has chosen Pegasystems to modernize its legacy systems used to manage employer benefi. . . read more
| | Pegasystems
(4/23/12) | |
| | ClickSoftware and Infor to Enhance Scheduling of Mobile Workforce ClickSoftware announced a partnership with Infor, iin which Infor will integrate its Infor10 EAM application with ClickSoftware to enab. . . read more
| | Infor
(4/23/12) | |
| | Move Your Customer Experience Business Case from Solid to Sold You've built a business case for a Customer Experience initiative or even for a full blown strategy. You are able to engage all the rig. . . read more
| | Tim Carrigan
(4/20/12) | |
| | For Better Service, Try Exploitation Ever-changing and maturing digital technologies empower your customers, allowing them to find what they want, at the prices they want, . . . read more
| | Kyle McNabb
(4/20/12) | |
| | LVA: The New Fraud Detector? Herman Cain was innocent of charges that he had affairs, while Jerry Sandusky was not being truthful about his involvement with boys, a. . . read more
| | Speech Technology
(4/20/12) | |
| | VSI Enhances Real-Time Decision Support Vertical Solution has enhanced its platform technology, Vertical Services Platform(TM) (VSP), to enable real-time decision guidance. Th. . . read more
| | Vertical Solutions
(4/20/12) | |
| | Social and MobileCRM Boost Productivity by 26.4 Percent A Nucleus Research survey of CRM decision makers found that organizations can significantly increase returns on their CRM investments b. . . read more
| | DestinationCRM
(4/20/12) | |
| | Businesses Missing Out on the Benefits of Customer Loyalty New research published today by Satmetrix highlights that organizations of all sizes may be missing out on the business benefits of a b. . . read more
| | SatMetrix
(4/19/12) | |
| | KANA Enables Enterprises to Listen to Conversations KANA Software introduced a new social media listening and engagement solution to address the emerging requirements of today's customer . . . read more
| | KANA
(4/19/12) | |
| | ICMI Unveils New Call Center Professional Certification The International Customer Management Institute (ICMI) unveiled the next-generation of CIAC Certification for contact center leadershi. . . read more
| | ICMI
(4/19/12) | |
| | VHT Offers Single Multichannel Callback Solution Virtual Hold Technology (VHT) is introducing the Conversation Bridge. It is the solution to one of today's most common and frustrating . . . read more
| | Virtual Hold
(4/19/12) | |
| | Put Some CEx Into Your CRM - The Job to be Done in my Pantry There have been so many easy CRM stories to tell. The kind of stories that customers used to gobble up, and required very little intell. . . read more
| | Mike Boysen
(4/18/12) | |
| | From Egg Salad to Customer Service Do you wonder if the negative experience is a one-off fluke or is the organization consistently falling short of their customer's expec. . . read more
| | Justin Robbins
(4/18/12) | |
| | Travel Assistance Provider Excels on Service with Altitude Specialist Travel Assistance and Insurance Provider Drives Customer Service to New Heights with Altitude Software Manama, Bahrain. . . read more
| | Altitude
(4/18/12) | |
| | Some Sales Organizations Are More Confident in Their CRM Data One of the trends identified in the results from the 2012 Miller Heiman Sales Best Practices Study is the continued growth in data conf. . . read more
| | Miller Heiman
(4/18/12) | |
| | Improve Customer FCR with Five Simple Steps Of all the metrics in a call center, First Call Resolution (FCR) often has the biggest impact on customer satisfaction, yet it is also . . . read more
| | Matt McConnell
(4/18/12) | |
| | VSI Partners with CBTS for Cloud Application Hosting Services Vertical Solutions (VSI) has partnered with CBTS, the technology solutions division of Cincinnati Bell, to provide secure, high-perform. . . read more
| | Vertical Solutions
(4/10/12) | |
| | Customer Transactional Data Adds Social Behavioral Metrics With CRM technologies evolving, one of the important selling points has been the ability of CRM systems to provide a 360 degree view of. . . read more
| | Subodh Rane
(4/10/12) | |
| | No Excuses for Playing Dumb in the Age of Big Data Our approach to customer service has remained remarkably static over the last 25 years, and while the basic model of customers contacti. . . read more
| | MyCustomer
(4/10/12) | |
| | Are the CRM Wars Really Over? As part of CSO Insights' annual Sales Performance Optimization (SPO) study, firms were asked if they have implemented a core CRM applic. . . read more
| | Jim Dickie
(4/10/12) | |
| | Don't Contain Callers...Help Them The truth is, the best and most consumer-friendly IVR systems save callers time by easily answering the questions most frequently asked. . . read more
| | DestinationCRM
(4/9/12) | |
| | Is Automation Killing the "Social" in Social Media? Imagine this. You decide to follow one of your favorite brands on Twitter and moments later, you experience the briefest jolt of excite. . . read more
| | Molly Hoffmeister
(4/9/12) | |
| | Why Taking Process-centric Approach to CRM Makes Sense Business process management (BPM) used to be strictly a back-office affair. That's no longer true. As with many technologies and IT pra. . . read more
| | Enterprise Apps Today
(4/9/12) | |
| | Social Media May Blunt Impact of Negative Word of Mouth In its annual Call Center Satisfaction Index, CFI Group reported that social media may actually be blunting the impact of negative word. . . read more
| | CFI Group
(4/9/12) | |
| | Altitude Launches News Version of Contact Center Solution Altitude Software announced the availability of Altitude uCI 8, a new major release of the customer interaction management suite. The. . . read more
| | Altitude
(4/5/12) | |
| | inContact Extends Cloud Platform inContact announced the market availability of the first of three major solution enhancements for the year. The inContact platform has . . . read more
| | incontact
(4/5/12) | |
| | Nanorep Brings Instant Answers To Mobile Devices Customer service software company nanoRep announced an optimized mobile version of its instant-answer support widget for iOS and Androi. . . read more
| | NanoRep
(4/5/12) | |
| | Geoscape Integrates Hispanicity into Scarborough Online Geoscape and Scarborough Research announced the integration and release of Scarborough's PRIME Lingo data resources within the Geoscape. . . read more
| | Geoscape
(4/5/12) | |
| | The Case for Multichannel Customer Management Over the past decade, the number of contact channels used by consumers to interact with enterprises has risen significantly, driven in . . . read more
| | DestinationCRM
(4/4/12) | |
| | Calabrio Apps Selected for Cisco's SolutionsPlus Program Calabrio, a provider of enterprise recording and contact center workforce optimization software, announced that Calabrio's enterprise . . . read more
| | Calabrio
(4/4/12) | |
| | Radish Choiceview Pops With Voice With Visuals Radish Systems announces enhancements with version 2.0 for ChoiceView Agent. Contact center agents or representatives (reps) now find i. . . read more
| | Radish Systems
(4/4/12) | |
| | Aktana Launches Sales Intelligence Solutions Aktana, a provider of analytics for sales force effectiveness, announced a new product suite to arm field sales forces with tools to in. . . read more
| | Aktana
(4/4/12) | |
| | Empirix Unveils VoIP Network Analytics for Contact Centers Empirix announced the availability of the Empirix xCentrix VoIP and Media Analysis Package, a solution for identifying and predicting k. . . read more
| | Empirix
(4/3/12) | |
| | New Selectica Guided Selling Accelerates Sales Cycles Selectica, provider of software that accelerates sales cycles and streamlines contract processes, introduced Selectica Guided Selling, . . . read more
| | Selectica
(4/3/12) | |
| | Customer Service Retailers Prove Fickle Facebook Friends Revealing that many retailers still need to refine their social media manners, one quarter of twenty top brands surveyed failed to resp. . . read more
| | Stellaservice
(4/3/12) | |
| | Global Connect Announces New Release Global Connect, a provider of cloud based dialing and communication services, announces new functionality for GC1 Peak Dialer, a cloud-. . . read more
| | Global Connect
(4/3/12) | |
| | Most Professionals Can't Deliver Compelling Virtual Conversations Corporate Visions, a sales and marketing messaging company, announced the results of its survey on virtual customer conversations. The . . . read more
| | Corporate Visions
(4/3/12) | |
| | Empathica Launches CX Product for Location Managers Empathica announced the launch of Empathica Local, a new CEM product that focuses on helping location managers deliver consistent and m. . . read more
| | Empathica
(3/29/12) | |
| | NICE Selected for Cisco's SolutionsPlus Program NICE announced that they have expanded their relationship with Cisco with NICE becoming a part of the Cisco SolutionsPlus program for C. . . read more
| | NICE
(3/29/12) | |
| | Executives Report a Customer-Centric Strategy Increases Revenues The biggest value of a customer-centric strategy is to drive revenue and the most prominent barrier to customer centricity is the inabi. . . read more
| | Coveo
(3/29/12) | |
| | VPI Unveils Game-Changing Virtual Call Agent Technology VPI announced the availability of its VPI VirtualSource - a hosted, pay-as-you-go contact center solution. VPI VirtualSource leverages . . . read more
| | VPI
(3/29/12) | |
| | Convergys Introduces its Smart Retail Energy Solution Convergys announced the availability of the Convergys Smart Retail Energy Solution, a next-generation billing and customer care solutio. . . read more
| | Convergys
(3/28/12) | |
| | Marketo Adds Performance Management Solution for Microsoft CRM Marketo announced further support for Microsoft Dynamics CRM. Marketo for Microsoft Dynamics CRM 2011 delivers a marketing automation . . . read more
| | Marketo
(3/28/12) | |
| | WorkSimple Social Goals Takes Agile Approach to Social Social Performance is not only finding rapid adoption in enterprises large and small-it's still evolving as Social Performance industry. . . read more
| | WorkSimple
(3/28/12) | |
| | When Businesses Can't Stop Asking, 'How Am I Doing?' A commercial transaction, in its simplest form, involves a customer paying for goods or services. But these days, that is just the firs. . . read more
| | New York Times
(3/28/12) | |
| | NetBase Launches New Social Media Monitoring Solutions NetBase introduced new monitoring solutions to operationalize the use of social media data and insights. Public relations agencies, ent. . . read more
| | NetBase
(3/27/12) | |
| | Jitterbit Announces Next Generation Data Loader for Salesforce Jitterbit, a provider of application and data integration software, announced the Jitterbit Data Loader for Salesforce, a data loader . . . read more
| | Jitterbit
(3/27/12) | |
| | Five9 and NICE Deliver Workforce Optimization in the Cloud Five9 and NICE Systems announced the availability of a cloud-based Workforce Optimization (WFO) solution. The solution, hosted by Five9. . . read more
| | Five9
(3/27/12) | |
| | Pegasystems Announces Next-Generation Marketing Solution Pegasystems announced its next-generation marketing automation solution. Pega's Unified Marketing solution provides a next-best-action . . . read more
| | Pegasystems
(3/27/12) | |
| | TargetX CRM Increases Mobility and Social for College Recruiters Higher education company TargetX has introduced the latest version of its CRM tool for college admissions. The Spring '12 release of ne. . . read more
| | TargetX
(3/26/12) | |
| | NICE Integrates Interaction Management and Fizzback Solutions NICE has integrated its NICE Interaction Management platform with its NICE Fizzback real-time customer feedback solution. The combined . . . read more
| | NICE
(3/26/12) | |
| | Safelite Repairman Earns Most Company Customer Compliments Barry Johnson, a windshield repair specialist from North Charleston, S.C., received more customer compliments in 2011 than any other te. . . read more
| | Safelite
(3/26/12) | |
| | Haier Selects Servigistics Service Lifecycle Management Haier Electrical Appliance, a brand of consumer appliances, has selected Servigistics Service Parts Management to improve the service . . . read more
| | Servigistics
(3/26/12) | |
| | VirtuOz Extends Virtual Agents with Micro-Agents VirtuOz, a provider of intelligent virtual agents (IVAs) for online marketing, sales, and support, announced availability of VirtuOz M. . . read more
| | VirtuOz
(3/22/12) | |
| | Mohegan Sun Selects Infor CRM to Enhance Customer Service Mohegan Sun, a gaming and entertainment destination, has selected the Infor10 CRM Enterprise suite to help improve customer service and. . . read more
| | Infor
(3/22/12) | |
| | Clarabridge Launches Social Collaboration, Accelerated Analysis Clarabridge, Inc., a provider of sentiment and text analytics software, announced the release of Clarabridge Enterprise 5.0. The new re. . . read more
| | Clarabridge
(3/22/12) | |
| | Posiq Puts High Tech On The Menu POSIQ entered the hospitality POS market with the launch of an Internet system designed to revamp the way restaurants manage and use cu. . . read more
| | Posiq
(3/22/12) | |
| | Results of Joint Study "Making Every Interaction Count" Acxiom and Loyalty 360 announced their joint research, "Making Every Interaction Count: How Customer Intelligence Drives Customer Loyal. . . read more
| | Loyalty360
(3/20/12) | |
| | IDC Selects IGLOO to Deliver Next Generation Customer Community IGLOO Software, a provider of social business software in the cloud, announced that International Data Corporation (IDC), a provider . . . read more
| | IGLOO Software
(3/20/12) | |
| | Adoption of Microsoft Dynamics Continues Microsoft announced 11 new Microsoft Dynamics customers from across the government, education and healthcare markets. These customers, . . . read more
| | Microsoft
(3/20/12) | |
| | Prepare for a Multichannel Support Environment The social media eruption has had a profound effect on the customer service and support market. At the very least, it emphasizes the im. . . read more
| | David Myron
(3/20/12) | |
| | How Chasing Your Metrics Has You Chasing Your Tail Metrics. It just rolls off the tongue, doesn't it? Analytics. That sounds good too. At the end of the day, it really doesn't matter wha. . . read more
| | DestinationCRM
(3/19/12) | |
| | Customers Place a Premium on Trust. So Should Your CX Strategy Consider this real life Amazon experience. A Kindle given as a birthday gift quit working after the first week. Can you return it with. . . read more
| | Janessa Lantz
(3/19/12) | |
| | Mzinga and ISM to Deliver Social Customer Experience Solutions Mzinga and ISM announced a new initiative to jointly deliver Social Customer Experience solutions. The shared technology and services w. . . read more
| | Mzinga
(3/19/12) | |
| | Kapow Announces Katalyst Apex Generator for Salesforce Kapow Software announced Katalyst Apex Generator, the latest enhancement to its software, Kapow Katalyst. This enhancement will allow b. . . read more
| | Kapow
(3/19/12) | |
| | Jitterbit Announces Next Generation Data Loader for Salesforce Jitterbit, a provider of application and data integration software, announced the Jitterbit Data Loader for Salesforce. The Jitterbi. . . read more
| | Jitterbit
(3/19/12) | |
| | 7 Ways A Lack Of Customer Centric Culture Destroys Growth Being a business that is focused on real value for customers is often talked about by CEOs but in our experience only sincerely acted u. . . read more
| | Christopher Brown
(3/16/12) | |
| | Satmetrix Net Promoter Benchmark Study Reveals Top Performers Satmetrix released its 2012 Net Promoter Industry Benchmarks for the financial services, insurance, online services, retailing, technol. . . read more
| | Satmetrix
(3/16/12) | |
| | Internet Service and TV Service Providers Earn Poor CX Ratings A new research report published by Temkin Group, 2012 Temkin Experience Ratings, rates the customer experience of 206 large companies a. . . read more
| | CXPA
(3/16/12) | |
| | Mature Sales Enablement Programs Drive Higher Growth Rates While Fortune 500 companies average a 7.8 percent annual growth rate, companies that report having a strong sales enablement program ar. . . read more
| | SAVO
(3/16/12) | |
| | Exceeding Expectations Or Solving Customer Problems Let's say you set out to improve your company's customer experience to drive better organization performance (kudos to you). What will . . . read more
| | Linda Ireland
(3/15/12) | |
| | Are You Sabotaging Your CRM Success? Approximately 500 years ago, Leonardo da Vinci wrote, "Simplicity is the ultimate sophistication." He came to this conclusion during a . . . read more
| | DestinationCRM
(3/15/12) | |
| | ClickSoftware to Help Improve Service Levels for Integra Telecom Integra Telecom, a provider of fiber-based networking, communications and cloud solutions, has selected ClickSoftware's Service Optimiz. . . read more
| | Clicksoftware
(3/15/12) | |
| | Jive Drives the New Way to Customer Service and Support Jive Software announced the launch of the Jive Social Customer Service Solution, built on the Jive Social Business platform. With this . . . read more
| | Jive Software
(3/15/12) | |
| | Yesware Expands Benefits For Salespeople Yesware announced the latest set of features built into its Gmail sales productivity service. Only six months since its official launc. . . read more
| | Yesware
(3/14/12) | |
| | Infor Delivers Inforce to Connect Salesforce CRM with ERP Infor, a provider of business application software serving more than 70,000 customers, announced delivery of Inforce Everywhere, bringi. . . read more
| | Infor
(3/14/12) | |
| | MCA Solutions to Merge with Servigistics Servigistics has completed a merger with MCA Solutions, a provider of service parts optimization solutions. Servigistics will be inte. . . read more
| | Servigistics
(3/14/12) | |
| | HootSuite Partners with Adobe to Calculate Social Media ROI HootSuite, a social media management system, announced its integration with the Adobe Digital Marketing Suite to partner on tools that . . . read more
| | HootSuite
(3/14/12) | |
| | Measuring Customer Journeys Across Online And Offline Channels The modern customer is a cross-channel customer. While there is evidence that different demographics have their particular favourites, . . . read more
| | MyCustomer
(3/12/12) | |
| | Go With The Customer Flow Social Media interactions represent only 1% of company-customer interactions, and are expected to grow to 4% in five year's time in Fra. . . read more
| | Mark Tamis
(3/12/12) | |
| | Manufacturer Streamlines Operations with Fiorano SOA Platform Fiorano Software, a provider of distributed integration solutions, announced that the Fiorano SOA platform has been deployed by Nilkam. . . read more
| | Fiorano
(3/12/12) | |
| | Sitel Offers Work@Home Solutions With Security Sitel, a customer care outsourcing provider, announced an approach to work-at-home security. Secure and SecurePlus are customized tech. . . read more
| | Sitel
(3/12/12) | |
| | Cabot Credit Extends Noble Systems' Speech Analytics Solution Noble Systems and Nexidia announced that Cabot Credit Management has chosen to implement Nexidia speech analytics at Cabot Financial. M. . . read more
| | Nexidia
(3/8/12) | |
| | ClickSoftware to Up Service Levels for Integra Telecom Integra Telecom has selected ClickSoftware's Service Optimization solution to simplify and improve the deployment of nearly 200 field t. . . read more
| | ClickSoftware
(3/8/12) | |
| | SunGard K-12 Education Implements Coveo Insight Solutions SunGard has implemented Coveo's Insight Solutions for Customer Service across SunGard K-12 Education, which currently supports over 1,5. . . read more
| | Coveo
(3/8/12) | |
| | Social CRM and Mobile Capabilities Boost Productivity A Nucleus Research survey of CRM decision makers found that organizations can significantly increase returns on their CRM investments b. . . read more
| | Nucleus Research
(3/8/12) | |
| | Do We Understand Loyalty Programs? We lack clear language and definitions for loyalty programs. This page deconstructs such schemes to provide a better framework. Loya. . . read more
| | Chris Severn
(3/7/12) | |
| | Meet Customers' Needs with an "Outside-In" Approach The "social customer" has arrived and is molding the next wave of CRM strategies. If your business hasn't felt the impact yet, it's jus. . . read more
| | DestinationCRM
(3/7/12) | |
| | LogMyCalls To Provide Call Tracking To Askpatty.Com Retailers LogMyCalls, a provider of call tracking and monitoring software solution, and AskPatty.com, a provider of automotive advice and informa. . . read more
| | LogMyCalls
(3/7/12) | |
| | Psst! Four Secrets for Profiting from Customer Data Companies that can definitively say they know their customers well may be privy to knowledge that most of their competitors aren't even. . . read more
| | Contact Professional
(3/7/12) | |
| | Measuring Customer Relationship Success Metrics. They're important to every marketer, and becoming even more so. We can only understand what we can measure, and we can on. . . read more
| | Neil Rosen
(3/5/12) | |
| | Building Customer Loyalty Through Frequency and Familiarity Many start their day with a trip to the gym; others, with a soothing cup of tea. No matter how it begins, as the day ticks by, both wor. . . read more
| | Anna Papachristos
(3/5/12) | |
| | noHold Announces Version 5.3 with New Features noHold, a developer of interactive and diagnostic Virtual Assistant (VA) technology, announced its latest release, version 5.3, deliver. . . read more
| | noHold
(3/5/12) | |
| | Customer Relationship Metrics Launches Social Media BI Offering Customer Relationship Metrics launched Social Media BI, a solution for companies that want to build a social media strategy to improve . . . read more
| | Customer Relationship Metrics
(3/5/12) | |
| | Aspect and Nexidia Partner to Bring Expanded Speech Analytics Aspect is partnering with Nexidia, a provider of audio search and speech analytics solutions, to integrate Nexidia's speech analytics a. . . read more
| | Aspect
(3/1/12) | |
| | Extraprise Accelerates ROI of Aprimo Marketing Studio Extraprise, a provider of revenue optimization services for B2B and B2C enterprises, launched its new Corporate i2i Marketing Service f. . . read more
| | Aprimo
(3/1/12) | |
| | Zilliant Adds to B2B Selling With New SalesMax Offering Zilliant unveiled its new SalesMax SaaS solution that gives sales forces visibility into previously hidden revenue growth and retention. . . read more
| | Zilliant
(3/1/12) | |
| | Kick Off A Successful VoC Program - Listen To Your Own Voice! Many agree that listening to the voice of the customer is becoming more critical, but sometimes it's not clear where to begin when laun. . . read more
| | Daniel Ziv
(3/1/12) | |
| | Super Bowl's Social Media Command Center an Enormous Success The Super Bowl's first-ever social media command center was an "enormous success," according to Taulbee Jackson, who managed the host c. . . read more
| | Sam Laird
(2/29/12) | |
| | Visualizing the Three Components of Customer Loyalty Bob Hayes uses factor analysis often in his customer experience management research. Specifically, to help understand how to best measu. . . read more
| | Bob Hayes
(2/29/12) | |
| | Pardot Makes Marketing Automation Easier and More Visual Pardot has once again stepped up to the challenge of making marketing automation hassle-free for business-to-business marketers. In. . . read more
| | Pardot
(2/29/12) | |
| | IT Say Customer Service More Important Than Costs Enghouse Interactive, developer of a portfolio of interaction management solutions, announced the results of the first Enghouse Intera. . . read more
| | Enghouse
(2/29/12) | |
| | OpinionLab Adds VoC Photo and Audio Feedback for Mobile Devices OpinionLab introduced capabilities that allow consumers to share photo and / or audio feedback with businesses at anytime, from anywher. . . read more
| | OpinionLab
(2/28/12) | |
| | American Eagle Federal Credit Union Maximizes Staff Scheduling American Eagle Federal Credit Union (AEFCU)- - a full-service, not-for-profit financial institution- - is experiencing business and ope. . . read more
| | Verint
(2/28/12) | |
| | Aito Adds Customer Experience Analytics for Telcos Aito Technologies, a provider of Customer Experience Analytics (CEA) for communications service providers (CSP), announced a new versio. . . read more
| | Aito
(2/28/12) | |
| | Convergys CRM 2.0 Aims to Drive Excellence in Customer Service Convergys announced the availability of its latest release of Convergys CRM, powered by Microsoft Dynamics CRM 2011. Convergys CRM 2.0. . . read more
| | Convergys
(2/28/12) | |
| | Customers Love a Company That Keeps Its Promises Newegg.com is loved--by everyone from technical wizards to those who are just beginning to introduce technology into their lives. A big. . . read more
| | Jeanne Bliss
(2/27/12) | |
| | 11 Startling Stats about Customer Loyalty and Loyalty Programs According to one definition, customer loyalty is "the extent to which your customers continue with key loyalty behavior when competitor. . . read more
| | Ed Hadley
(2/27/12) | |
| | Salesforce Announces Fourth Quarter and Full Year Results Salesforce.com announced results for its fiscal fourth quarter and full fiscal year with 38% revenue growth in the fourth quarter addin. . . read more
| | Salesforce
(2/27/12) | |
| | SpeechCycle Announces SmartCare Mobile SpeechCycle announced SmartCare Mobile, a smartphone platform and application suite for customer care, SmartCare Mobile is designed for. . . read more
| | SpeechCycle
(2/27/12) | |
| | Who Is Getting Mobile Customer Service Right? Customer service is the centerpiece of retailers' strategy, and they need to keep in mind that when it comes to mobile, consumers still. . . read more
| | Lauren Johnson
(2/24/12) | |
| | Social Media For Customer Support Instead Of Marketing The trend for the last 3 or 4 years has been for businesses to try to tap into social media as a broadcasting tool. It's not universal,. . . read more
| | JD Rucker
(2/24/12) | |
| | Four Things You Need to Know about Your Customer Metrics A successful customer experience management (CEM) program requires the collection, synthesis, analysis and dissemination of different t. . . read more
| | Bob Hayes
(2/24/12) | |
| | Amdocs Launches OSS Single Click Network Rollout Solution Amdocs announced the launch of Amdocs Single Click Network Rollout solution, an automated planning and design solution that enables ser. . . read more
| | Amdocs
(2/24/12) | |
| | Virtual Agents to Deliver Personalized Support through Facebook VirtuOz announced the launch of VirtuOz IVAs for Facebook. In addition, the company announced that Voyages-sncf.com, a European travel. . . read more
| | VirtuOz
(2/23/12) | |
| | Sazerac Selects Vistaar to Optimize Price and Promotion The Sazerac Company has selected Vistaar's pricing solution to optimize price and promotion throughout its three-tier value chain. Foun. . . read more
| | Vistaar
(2/23/12) | |
| | Best Practices for Internal Corporate Feedback Feedback is the return of information covering the internal activity and processes of an organization. By all means, it is vital for an. . . read more
| | DestinationCRM
(2/23/12) | |
| | How Target Figured Out A Teen Was Pregnant Before Her Father Every time you go shopping, you share intimate details about your consumption patterns with retailers. And many of those retailers are . . . read more
| | Forbes
(2/23/12) | |
| | Two out of Three Consumers Switched Companies in 2011 Two out of three consumers switched companies in 2011, even as their satisfaction with those companies rose, according to new research . . . read more
| | DestinationCRM
(2/21/12) | |
| | Big Data: Big CRM Opportunity - or Big Trouble? 'Big Data' seems well on its way to becoming the next big bandwagon. However, in the scheme of things it's more like a Big Dead End. . . . read more
| | MyCustomer
(2/21/12) | |
| | Why User Experience Is Critical To Customer Relationships User experience is a priority that should, in some way, find a home within the design of any new-media strategy. With the explosion . . . read more
| | Brian Solis
(2/21/12) | |
| | Vmware, Mitel Bring Desktop Virtualization to the Contact Center VMware and Mitel unveiled the integration of Mitel's Contact Center Solution for VMware View, which can enable contact center managers . . . read more
| | Mitel
(2/21/12) | |
| | Email and Social Data: Beautiful CRM Friendship We all know by now that CRM is concerned with capturing and leveraging a 360-degree view of each and every customer. Yet sometimes this. . . read more
| | DestinationCRM
(2/17/12) | |
| | Mobility and Customer Feedback: An Ideal Match In the office, on buses, at grocery stores, in parks: Wherever you go, it seems there's always the gentle sound of tap, tap, tapping th. . . read more
| | Dave King
(2/17/12) | |
| | How Dairy Queen Handles Customer Service Using Social Media Reputation management, customer service and protecting the brand are all tied together. Finding new customers is a crucial part of cons. . . read more
| | Marketing Sherpa
(2/17/12) | |
| | Building Your Customer Engagement Ecosystem For more than a decade, marketing organizations have struggled to cope with the deeper relationship consumers now crave with products a. . . read more
| | Forbes
(2/17/12) | |
| | Four Strategies for a Cost-effective Customer Experience No one can predict the severity or duration of a tough economy, but we can measure the impact of poor service. Recent research shows th. . . read more
| | Contact Professional
(2/15/12) | |
| | CX with Utilities via Social Media Is on the Rise As social media adoption continues to grow, utilities of all sizes are recognizing the impact these new services can have on their mark. . . read more
| | DestinationCRM
(2/15/12) | |
| | The Difference Between Customer Journey Mapping and Process Design Customer Journey Mapping (CJM) is a people-centric tool for designing optimal customer experiences. There are 3 fundamental differences. . . read more
| | Andy Green
(2/15/12) | |
| | Staying Competitive In A Customer-Centric World I stopped asking my students to write essays years ago. When I required them, I was shocked to find nearly half of the papers had been . . . read more
| | Fast Company
(2/15/12) | |
| | Are CRM's Worst Years Behind It? After five years of very little revenue growth-approximately 1.5 percent per year-CRM service providers experienced 6.4 percent growth . . . read more
| | DestinationCRM
(2/14/12) | |
| | Social Search And The Customer Experience: The Perfect Match? Tech titans like Google, Facebook, and Microsoft are finally catching up to mother nature in the race to create an intuitive social sea. . . read more
| | MyCustomer
(2/14/12) | |
| | Social Media ROI: Still Chasing Its Tail Michael Neubarth examined the controversial topic of social media ROI in depth in a series of articles in 2009. Two years later, socia. . . read more
| | Michael Neubarth
(2/14/12) | |
| | Pegasystem Aims For More Intelligent and Faster Customer Service Pegasystems announced significant enhancements to the company's Customer Process Manager (CPM) customer service solution extending serv. . . read more
| | Pegasystems
(2/14/12) | |
| | Nearly One in Three Luxury Consumers Bragged About a Good Deal Empathica reported that its Consumer Insights Panel survey of 5,000 North Americans reveal how consumers research and communicate infor. . . read more
| | Empathica
(2/13/12) | |
| | Cloud9 Releases Solution to Address Sales Forecasting Cloud9, a provider of on-demand sales forecasting and pipeline management solutions, announced the release of the Cloud9 Intelligent Fo. . . read more
| | Cloud9
(2/13/12) | |
| | Smartlogic's Content Platform Offers Contextual Navigation Smartlogic has released the latest version of Semaphore, offering more features to enhance enterprise search, drive business workflow a. . . read more
| | Smartlogic
(2/13/12) | |
| | Alcatel-Lucent Makes CX Management Motives Clear Alcatel-Lucent launched an extended portfolio of software and services designed to improve the experience that consumers have with thei. . . read more
| | Alcatel-Lucent
(2/13/12) | |
| | Clarizen Launches Integration With Salesforce.com Clarizen announced a new level of integration with Salesforce.com. The integration of Clarizen's collaborative project management softw. . . read more
| | Clarizen
(2/10/12) | |
| | Companies Challenged by Fragmented Customer Channels Pitney Bowes Software published new research that confirms that multichannel marketing is a high priority in large organizations but th. . . read more
| | Pitney Bowes
(2/10/12) | |
| | Jacada Unveils New Product: Jacada UI for CRM Jacada announced the release of a new product, Jacada UI for CRM. Jacada UI for CRM is designed to improve how call center agents inter. . . read more
| | Jacada
(2/10/12) | |
| | Manticore Intros New Version Of Marketing Automation Platform Manticore, a provider of marketing automation solutions, announced Manticore Winter 2012, the latest version of Manticore's marketing a. . . read more
| | Manticore
(2/10/12) | |
| | LivePerson Introduces Enhancements in Online Engagement LivePerson announced several new innovations in online engagement. These new capabilities enhance the intelligence, extend the reach, a. . . read more
| | LivePerson
(2/8/12) | |
| | Unlocking Customer Satisfaction: 5 Key Performance Indicators Tech issues, even small ones, can have an enormous impact on customer experience. Today's contact centers are extremely complex, featur. . . read more
| | Tim Moynihan
(2/8/12) | |
| | Microsoft and 24/7 Join Forces for Customer Service Microsoft and 24/7 entered an agreement whereby Microsoft will merge its interactive self-service assets (clients, people and technolog. . . read more
| | Microsoft
(2/8/12) | |
| | Deloitte Announces salesforce.com Global Alliance Deloitte is entering into an alliance with salesforce.com to provide multinational and international companies with the software, mobil. . . read more
| | Deloitte
(2/8/12) | |
