|
|
|
|
|
|
| Title and Description
| | Source
| |
|
|
|
|
|
| | CRM's Next 5 in 5 Each year, IBM publishes "The Next 5 in 5," in which they predict the five technologies that will change the way we work, play and live. . . read more
| | Lauren Carlson
(2/3/12) | |
| | Albion Ventures Implements LexisNexis CRM for Deal Tracking LexisNexis Enterprise Solutions announced that London-based venture capital firm Albion Ventures, has implemented LexisNexis InterActio. . . read more
| | LexisNexis
(2/2/12) | |
| | Gerber Life Insurance Selects Nexidia Analytics Gerber Life Insurance has chosen Nexidia Discover, Analyze and Evaluate to better manage contact center agent performance and ensure be. . . read more
| | Nexidia
(2/2/12) | |
| | Varolii Introduces New Cloud Communications Services Varolii announced its new Healthcare Interaction Suite to help healthcare organizations reach patients and members through expanded voi. . . read more
| | Varolii
(2/2/12) | |
| | Salesforce Takes Customer Service to a Social and Mobile World Salesforce.com unveiled Desk.com, customer service for a social and mobile world. Desk.com enables businesses to deliver personal cust. . . read more
| | Salesforce
(2/2/12) | |
| | When One-to-One Meets Big Data An oft-repeated lament we hear from companies is that they're data rich but information poor. Instinctively, they realize that competit. . . read more
| | Mark Klein
(2/1/12) | |
| | How To Reach And Influence The Connected Consumer In 2011, the digital landscape underwent a significant shift that will have profound effects on business in 2012. The challenge is t. . . read more
| | Fast Company
(2/1/12) | |
| | Expectation Matching Identified as Key to Customer Retention "A brand's customers have similar, yet distinct interests and expectations. Retaining these customers long-term is dependent upon a bra. . . read more
| | Loyalty360
(2/1/12) | |
| | Altitude and Virtual CSR Partner Altitude Software and Virtual CSR have partnered to bring their solutions geared to improve the effectiveness of customer interactions . . . read more
| | Altitude
(2/1/12) | |
| | The Four Building Blocks of a Multichannel Customer Strategy Health insurers today face many game-changing marketplace forces, including plan consolidation, and growing customer and employer press. . . read more
| | Contact Professional
(1/30/12) | |
| | Thou Shalt Covet What Thy Neighbor Covets Many of us spend our days--or at least part of them--quietly cursing our fellow human beings. The guy in the Hummer who cuts us off at . . . read more
| | Fast Company
(1/30/12) | |
| | An Inside Look Where Loyalty is Headed? In its just released executive briefing, "Where is Loyalty Headed? An Inside Look at Trends Impacting the World of Customer Loyalty", L. . . read more
| | Daniel Ziv
(1/30/12) | |
| | The Boomerang Effect Of Loyalty Programs Loyalty programs have become a standard tool for attracting and maintaining repeat customers. Just about every industry and vertical ma. . . read more
| | Loyalty360
(1/30/12) | |
| | Xactly Introduces the Xactly Express Plan Store Xactly announced the release of the Xactly Express Plan Store, customizable sales compensation templates for small and emerging busines. . . read more
| | Xactly
(1/26/12) | |
| | CRM DealerSocket Announces MarketPlace Social Auto dealer CRM solution, DealerSocket announced the availability of MarketPlace Social, one of eight tools under the DealerSocket Mark. . . read more
| | DealerSocket
(1/26/12) | |
| | TreeHouse Announces PRM on Salesforce.com TreeHouse Interactive announced the release of Reseller View PRM on salesforce.com's AppExchange. The new application puts enterprise-c. . . read more
| | TreeHouse
(1/26/12) | |
| | e-Dialog Launches Conversation Manager for Campaign Management e-Dialog, a provider of digital marketing solutions, announced the availability of Conversation Manager within its Precision Central M. . . read more
| | e-Dialog
(1/26/12) | |
| | One Hour Translation Releases Free Multilingual Feedback Tab The 72% of Internet users who are not native English speakers will appreciate that One Hour Translation, a professional translation se. . . read more
| | One Hour Translation
(1/25/12) | |
| | Yahoo! Search Yields a Better Sales Tool It's no secret that Yahoo! has had its share of financial troubles lately, and the Sunnyvale, Calif.-based Internet search firm continu. . . read more
| | DestinationCRM
(1/25/12) | |
| | Macy's CMO Shares Loyalty Insights At NRF Big Show Seven out of 10 Americans visit a Macy's store or its website at least once a year. That's 70% of all Americans - a loyal base of custo. . . read more
| | DMNews
(1/25/12) | |
| | What You Need to Get to Make a Success of Your CX Initiatives What Forrester has to say on CX in 2012 I have been reading Forrester's 2012 Customer Experience predictions. Forrester is making th. . . read more
| | Business2Community
(1/25/12) | |
| | 3 Customer Experience Predictions 2011 was a pivotal year for the field of customer experience. A major increase in the number and types of consumer technologies had a w. . . read more
| | Kerry Bodine
(1/24/12) | |
| | Improving Government Customer Service Civil servants are widely denounced for being neither civil nor offering much in the way of service. Drivers trying to replace lost lic. . . read more
| | Inc Magazine
(1/24/12) | |
| | ExactTarget Expands Social Media Management Capabilities Interactive marketing provider ExactTarget announced the availability of SocialEngage, the next generation of its CoTweet social media . . . read more
| | ExactTarget
(1/24/12) | |
| | Interstate Batteries Selects VPI to Ensure PCI DSS Compliance Interstate Batteries has selected the VPI EMPOWER performance optimization suite to maximize the quality and performance of its custome. . . read more
| | VPI
(1/24/12) | |
| | Appature Launches Appature Nexus on Salesforce Appature, a provider of relationship marketing software designed exclusively for the healthcare industry, announced the availability of. . . read more
| | Appature
(1/23/12) | |
| | Infor10 Marketing Uses Social Network Multi-Channel Marketing Infor announced Infor10 Marketing, an integrated database marketing application within the Infor10 CRM Enterprise (Epiphany) suite. In. . . read more
| | Infor
(1/23/12) | |
| | Infusionsoft Unveils Social Media Features for Small Businesses Infusionsoft has added a new set of social media features to its all-in-one sales and marketing software for small businesses. Infusion. . . read more
| | Infusionsoft
(1/23/12) | |
| | Calabrio Adds Expanded Dashboard and New Tools to Manage Agents Calabrio released version 8.8 of the Calabrio ONE suite, which features expansion of the supervisor role. The new software provides sup. . . read more
| | Calabrio
(1/23/12) | |
| | The Cost of Discounting Markdowns and cash rebates, a strategy of many brands and retailers today, may actually be eroding brand loyalty, COLLOQUY reveals in a. . . read more
| | COLLOQUY
(1/20/12) | |
| | Allegiance Simplifies Analysis and Measurement of CX Allegiance announced the availability of CXPro, a package of software and services specially designed for customer experience (CX) prof. . . read more
| | Allegiance
(1/20/12) | |
| | Consumers Consider Highly Trained Employees the Most Important Empathica announced that its Consumer Insights Panel survey of 5,000 U.S. and Canadian consumers found that nearly a third of consumers. . . read more
| | Empathica
(1/20/12) | |
| | New Scribe Online Service Offers Integration Performance Scribe announced the launch of Scribe Online Synchronization Services (SYS), the 2nd service delivered on the Scribe Online cloud integ. . . read more
| | Scribe Software
(1/20/12) | |
| | Three Things VoC Leaders Need to Pursue in 2012 Last year was an exciting one for the voice of the customer (VoC) world. We saw significant advancements in a number of key areas, incl. . . read more
| | Andrew McInnes
(1/19/12) | |
| | How I Became a Customer for Life Damian Bazadona is fortunate enough to work with some great experiential brands .At a moment when he least expected it, one experience . . . read more
| | Damian Bazadona
(1/19/12) | |
| | Design Self-Service Experiences With Customers in Mind Zhecho Dobrev recently had a particularly bad self-service customer experience that prompted him to think about the experience gaps in . . . read more
| | Zhecho Dobrev
(1/19/12) | |
| | 6 Techniques to Improve Customer Experience Companies need to know that online users are the key to their success, not their customers. In his book, Users Not Customers, digital-m. . . read more
| | Ivana Taylor
(1/19/12) | |
| | Metrix Adds Beverage Distribution Software Experts Metrix, a provider of field service management software, announced a new reseller partnership with Vermont Information Processing (VIP). . . read more
| | Metrix
(1/17/12) | |
| | Customer Service Tops Social Discussions Across Industries Marketers in various industries have different goals for their social media efforts, from direct response to branding to everything in . . . read more
| | eMarketer
(1/17/12) | |
| | Top 10 Hurdles to Providing an Excellent Client Experience Continuing with our weekly Top Ten lists, the 4th topic in our series: The Top 10 Hurdles to Providing an Excellent Client Experience . . . read more
| | Jeff Bennett
(1/17/12) | |
| | Six Ways To Lose A $12,000-A-Year Customer Lior Arussy said goodbye after years of not getting the value from his cell phone company. They finally convinced him that paying in a. . . read more
| | Lior Arussy
(1/17/12) | |
| | Chelsea Therapeutics Selects StayinFront for New CRM Initiative Chelsea Therapeutics has selected the StayinFront TouchRx mobile platform for their new sales force. Management will use StayinFront Ed. . . read more
| | Stayinfront
(1/16/12) | |
| | Customer Experience Motto for 2012 Kerry Bodine of Forrester Research, said, "Companies need to start treating customer experience as a business discipline-not a bumper s. . . read more
| | Stacy Leidwinger
(1/16/12) | |
| | Customer Revolt Succeeds, Again In late December, Verizon Wireless decided to institute a $2 "convenience" fee for one-time payments made online or over the phone. The. . . read more
| | Baseline
(1/16/12) | |
| | Dominating Your Market by Easifying the Customer Decision Cycle In our hyperconnected society, word-of-mouth marketing can no longer be ignored. To be successful at it, though, requires a unique mind. . . read more
| | DestinationCRM
(1/16/12) | |
| | Designing a Customer Feedback Survey When it comes to the design of a voice of the customer (VOC) survey, there's been a long-standing debate about the right placement of k. . . read more
| | DestinationCRM
(1/12/12) | |
| | Is Social Consciously Deployed In Your Customer Model? There are some basic models of customer management, ranging from key account management, product marketing, relationship marketing (thr. . . read more
| | MyCustomer
(1/12/12) | |
| | Soffront Enhances Mobile CRM Platform Soffront announced a mobile CRM platform, a completely redesigned app with the same user experience on any mobile device running a Webk. . . read more
| | Soffront
(1/12/12) | |
| | KinCare Improves Customer Services with ClickSoftware KinCare, one of Australia's providers of in-home and nursing care services, will be implementing ClickSoftware Cloud. The SaaS workforc. . . read more
| | ClickSoftware
(1/12/12) | |
| | eGain Service Suite Now an SAP-Endorsed Business Solution eGain announced that its Service Suite - including knowledge, chatbot, chat, cobrowse and social applications - is now an SAP-endorsed . . . read more
| | eGain
(1/11/12) | |
| | Convergys Research: Consumers Say Call Me - If It's Relevant New research from Convergys shows that consumers welcome proactive outreach from service and sales organizations, but only when compani. . . read more
| | Convergys
(1/11/12) | |
| | Brains II Ready to Deliver Smarter Service with Astea Brains II, a provider of manufacturer-independent IT maintenance services, has selected the Astea Alliance solution suite to streamli. . . read more
| | Astea
(1/11/12) | |
| | Advantix Selects inContact to Enhance Customer Service Delivery Advantix Solutions Group, a provider of fixed and mobile telecom lifecycle management services, will use products and services from inC. . . read more
| | inContact
(1/11/12) | |
| | Nimble Sees Growth and Seed Investment Nimble, a social business platform, has capped a successful initial launch year, resulting in $1 million in funding from Google Venture. . . read more
| | Nimble
(1/10/12) | |
| | VirtuOz Virtual Agents Processed 166 Million Conversations VirtuOz, a provider of intelligent virtual agents (IVAs) for online marketing, sales, and support, announced that it processed 166 mi. . . read more
| | VirtuOz
(1/10/12) | |
| | Hornbill and RightAnswers Partner for KM Platform Hornbill Service Management and RightAnswers announced a strategic partnership to enable enhanced knowledge management with Hornbill Su. . . read more
| | RightAnswers
(1/10/12) | |
| | Lithium Technologies Raises $53.4 Million in Financing Lithium Technologies, a provider of Social Customer Experience solutions has completed a $53.4 million round of financing, led by new i. . . read more
| | Lithium
(1/10/12) | |
| | Spanlink and Altitude Partner for Agent Scripting Tools Altitude Software and Spanlink Communications, a Cisco contact center and customer collaboration solutions provider, announced a partn. . . read more
| | Altitude
(1/10/12) | |
| | Microsoft and Nissan to Work on New Dealer Management System The two companies have formed a strategic relationship to collaborate and create a next-generation dealer management system based on Mi. . . read more
| | Microsoft
(1/9/12) | |
| | Put Customers First When Designing Mobile Apps Speech technologists stand to benefit from a hard-learned lesson discovered in the customer relationship management (CRM) industry-befo. . . read more
| | Speech Technology
(1/9/12) | |
| | 6 Success Factors Identified for B2B Customer Experience The 2nd Annual ClearAction Business-to-Business Customer Experience Management (CEM) Benchmarking Study has identified six best practic. . . read more
| | ClearAction
(1/9/12) | |
| | VoC Data Worth Collecting And Analyzing Despite Challenges Analyzing customer opinions can provide valuable insights. This knowledge, however, is not easily gained. Knowing how to collect this i. . . read more
| | Chief Marketer
(1/9/12) | |
| | Sales Collaboration: Can I Get a Little Help Here? Jim Dickie has three nephews who work in sales in the social media software, telecommunications, and medical products industries. When . . . read more
| | Jim Dickie
(1/5/12) | |
| | Can Mobile and IVR Coexist? While interactive voice response (IVR) systems have remained a staple for call centers, their use has been declining gradually with the. . . read more
| | Speech Technology
(1/5/12) | |
| | Dragging the Conversation Back to the Customer In a time when the media is painstakingly focusing on the daily misgivings of presidential candidates, fiscal problems in Europe, and t. . . read more
| | Alan Trefler
(1/5/12) | |
| | Want To Sell Product? Sleep With Your Customers How well would you say you know your consumer--not just the broad-stroke stuff, either, like their income or marital status. How man. . . read more
| | Fast Company
(1/5/12) | |
| | Social CRM Changes More Than Your Data Do you have an elliptical machine in your home that functions as an expensive clothes rack? When you bought it, you were probably excit. . . read more
| | Patrick Dorsey
(1/4/12) | |
| | The Top Thirteen Customer Management Trends For 2012 What are the key trends that CRM trends that business and IT professionals need to pay attention to in setting their plans during 2012?. . . read more
| | William Band
(1/4/12) | |
| | What's The Biggest Obstacle To Implementing CX Successfully? 'Lack of strategy' according to Forrester's annual State of Customer Experience report 2011. Shaun Smith agrees. But strategy in itse. . . read more
| | Shaun Smith
(1/4/12) | |
| | Beyond the Arc, Attensity Help Businesses Turn Social Beyond the Arc, Inc., a customer experience consulting firm that helps financial services companies use social media, announced the exp. . . read more
| | Attensity
(1/4/12) | |
| | Congress Moves to Cut Off Off-Shoring New legislation introduced in Congress would prohibit companies that outsource call center jobs overseas from receiving federal grants . . . read more
| | DestinationCRM
(1/3/12) | |
| | Why Is Mobile Hard To Integrate Into CRM? Brands understand the importance of reaching consumers on their mobile devices, yet many still find it difficult to implement a mobile . . . read more
| | Mobile Marketer
(1/3/12) | |
| | Eight CRM Predictions for 2012 CRM had a good year in 2011 with its highest revenues in many years. So what does the future hold? EnterpriseAppsToday asked CRM analys. . . read more
| | Enterprise Apps Today
(1/3/12) | |
| | No Insight From Unstructured Content A majority of customer care executives believe their organizations' success managing unstructured content and sharing it across their s. . . read more
| | Coveo
(1/3/12) | |
| | Why is Mobile Hard to Integrate into CRM? Brands understand the importance of reaching consumers on their mobile devices, yet many still find it difficult to implement a mobile . . . read more
| | Mobile Marketer
(12/20/11) | |
| | Millennials Are Playing With You At MTV, Neil Rosen has long suspected that understanding the relationship between Millennials and game play is one of the keys to under. . . read more
| | HBR
(12/20/11) | |
| | Creating Loyalty Programs, CRM Through Social Media Social media is here to stay, and the smart e-marketer is already deeply involved, logically seeing social media sites as an opportunit. . . read more
| | Neil Rosen
(12/20/11) | |
| | The First Commandment In Multichannel Marketing More traffic. Better conversion. Higher ROI. Marketing sounds deceptively simple when you break it down into a handful of key goals and. . . read more
| | Empathica
(12/20/11) | |
| | Agents Still the Focal Point of Customer Care New research from Convergys reveals that while U.S. consumers still call agents their "go to" resource for customer service, the growin. . . read more
| | Convergys
(12/16/11) | |
| | Update to Zoho CRM Adds Social Features and Integrations Zoho launched a major update to Zoho CRM, the company's on-demand customer relationship management software which includes a completely. . . read more
| | Zoho
(12/16/11) | |
| | Salesforce to Acquire Rypple for Human Capital Management Salesforce.com has entered into a definitive agreement to acquire Rypple, a cloud-based social performance management company. The acqu. . . read more
| | Salesforce
(12/16/11) | |
| | Customer Satisfaction Data Goes Mobile Field service technicians are often in the dark when they prepare to visit a customer site for routine equipment maintenance & service,. . . read more
| | Omega Management Group
(12/16/11) | |
| | Codebaby Partnership To Enhance Web Self-Service Experience CodeBaby, a company whose digital characters support online self-service, announced its partnership with inbenta, a provider of Natural. . . read more
| | Codebaby
(12/16/11) | |
| | Satmetrix Adds Advanced Customer Experience Management Features Satmetrix announced enhancements to its Net Promoter in the Cloud customer experience management software products. This latest release. . . read more
| | Satmetrix
(12/16/11) | |
| | Confirmit Adds Enhanced Mobile Data Collection Capabilities Confirmit introduced new features and capabilities to its Survey On-Demand Application (SODA) platform, for creating, deploying and man. . . read more
| | Confirmit
(12/15/11) | |
| | Atlantic Coast Media Group Selects Nexidia Evaluate Atlantic Coast Media Group (ACMG) has chosen Nexidia Evaluate to better manage contact center agent performance in a continuing effort . . . read more
| | Nexidia
(12/15/11) | |
| | State of Oregon Uses Real-Time Feedback to Automate Insights Allegiance, a provider of VOCi (Voice of Customer Intelligence) technology and services, announced that the State of Oregon Department. . . read more
| | Allegiance
(12/15/11) | |
| | eGain Launches Multichannel Suite for Cisco System eGain announced the general availability of eGain 10 for Cisco Unified Contact Center Express (Unified CCX) 8.5. Included are eGain's a. . . read more
| | eGain
(12/15/11) | |
| | 70% of Companies Ignore Customer Complaints on Twitter Despite increasing numbers of customers using Twitter to publicly complain about brands, the vast majority of companies respond in the . . . read more
| | Jay Baer
(12/14/11) | |
| | Airlines Use Social Media as Their Eyes in the Sky Social media has given customers a voice that they only dreamed of having a few years ago. Through the use of social channels, customer. . . read more
| | 1to1
(12/14/11) | |
| | Do You Believe Customers are an Asset...Or a Cost Center? With only one retail location, Zane's Cycles of Connecticut is one of the three largest bike shops in the United States. They sell $15 . . . read more
| | Jeanne Bliss
(12/14/11) | |
| | Companies Fail the Test with Metrics New research from the Temkin Group suggests that while executives at many companies feel they are doing a good job with their customer . . . read more
| | DestinationCRM
(12/14/11) | |
| | Classic CRM Technology Selection Mistakes The last in a series on classic CRM software selection mistakes. One primary mistake is the failure to perform due diligence. Not al. . . read more
| | Richard Boardman
(12/13/11) | |
| | Ten Reasons to Combine CRM and BPM Most, if not all, mid-to-large organizations have some form of customer relationship management (CRM) system. Many of these same compan. . . read more
| | Enterprise Apps Today
(12/13/11) | |
| | CRM As Customer Experience Management: The Road To Ruin? Many firms consider customer experience management (CEM) the successor of customer relationship management (CRM). One of the most dange. . . read more
| | MyCustomer
(12/13/11) | |
| | IVR Relinquishes the Gatekeeper Role Despite more than 20 years of deployments and widespread efforts to improve the self-service capabilities of IVR systems, speech self-s. . . read more
| | Speech Technology
(12/13/11) | |
| | Moxie Software and VirtuOz Partner VirtuOz has partnered with Moxie Software to bring together virtual agents and web customer support to deliver a customer experience so. . . read more
| | Moxie Software
(12/12/11) | |
| | Mitel Adds New Contact Center Capabilities Mitel announced the newest version of Mitel Contact Center Solutions. Mitel's latest offering adds flexibility to the contact centers w. . . read more
| | Mitel
(12/12/11) | |
| | LiveOps Integrates Twitter with the Cloud Contact Center LiveOps announced the release of the latest applications on the cloud-based LiveOps Platform: LiveOps Multichannel and LiveOps Social. . . . read more
| | LiveOps
(12/12/11) | |
| | How to Deepen Customer Trust When top-notch companies focus on customer relationships, their goal is usually a mutually beneficial outcome: satisfied clients who ar. . . read more
| | DestinationCRM
(12/12/11) | |
| | Dell Adds Salesforce Service Cloud to Integrated CRM offering Dell is expanding its Integrated CRM solution for growing businesses, Dell Cloud Business Applications (DCBA), by adding Salesforce Ser. . . read more
| | Dell
(12/9/11) | |
| | Verizon Uses inContact to Deliver Cloud-Based Customer Care To help multinational businesses and government agencies communicate more effectively with their customers and provide better service, . . . read more
| | Verizon
(12/9/11) | |
| | Consumers Trust Us With Their Data - How Do We Repay Them? A 'value exchange' between consumer and brand is one of the fundamentals of modern marketing; the basic transaction of swapping rich da. . . read more
| | MyCustomer
(12/9/11) | |
| | CXPA Announces Membership Growth The Customer Experience Professionals Association (CXPA) announced the addition of seven new Corporate Members and two new Sponsors. At. . . read more
| | CXPA
(12/9/11) | |
| | Satmetrix Delivers Experience Management Software Satmetrix has brought its best practice customer experience technology within the reach of business with the launch of NPS Go! and NPS. . . read more
| | Satmetrix
(12/9/11) | |
| | Bodybuilding.com Deploys Envision for Contact Center Efficiency Bodybuilding.com, the largest online sports nutrition company in the world, has selected Envision Centricity to power their contact ce. . . read more
| | Envision
(12/8/11) | |
| | Demandbase Expands Audience Classification Capability Demandbase announced that its Real-Time Identification Service now includes enhanced audience classification capabilities for worldwide. . . read more
| | Demandbase
(12/8/11) | |
| | Are You Just Seven Questions From Success? "Open conversations generate loyalty, sales and most of all, learning... for both sides" according to Seth Godin. Achieving engagement. . . read more
| | MyCustomer
(12/8/11) | |
| | Omega Invites NPS Users to Participate in Award Program Omega Management Group reported that organizations using the Net Promoter Score (NPS) loyalty system can now participate in its NorthFa. . . read more
| | Omega Management Group
(12/8/11) | |
| | Measuring The Customer Experience Requires Fewer Questions A formal definition of customer experience, taken from Wikipedia, states that customer experience is: "The sum of all experiences a cus. . . read more
| | Bob Hayes
(12/7/11) | |
| | 013 NetVision Improves Operations with ClickSoftware 013 NetVision, an Israeli communication provider, has implemented ClickRoster Advanced Edition to manage the shifts of its contact cent. . . read more
| | ClickSoftware
(12/7/11) | |
| | Aspect CRM Connector Updates Integrations with CRM Applications Aspect updated validations of AMC Technology's Aspect Unified IP 7 CRM Connector to include the latest releases of Oracle Siebel and SA. . . read more
| | Aspect
(12/7/11) | |
| | Don't Bother Tweeting Your Bank If You've Got A Complaint Firing off a tweet about a crappy customer service experience at your favorite department store might be the quickest way to get the co. . . read more
| | Business Insider
(12/7/11) | |
| | Social Everything Comes of Age About five years ago, we set out to define what we called CRM 2.0. We set up a wiki and enlisted about 300 leading lights in the CRM wo. . . read more
| | Paul Greenberg
(12/5/11) | |
| | Why Do Salespeople Hate CRM - And How Can We Help Them Love It? CRM and salespeople are in a love-hate relationship - in that CRM loves salespeople, but salespeople hate CRM. One of the most common . . . read more
| | MyCustomer
(12/5/11) | |
| | NICE to Acquire Merced Systems The integration of the Performance Management solution with NICE's real-time analytics and real-time customer feedback will enable orga. . . read more
| | NICE
(12/5/11) | |
| | Telecom Companies Reduce Contact Center Operational Costs Four telecommunications companies have selected Jacada to simplify agent tasks, reduce new hire training time and keystroke errors, and. . . read more
| | Jacada
(12/5/11) | |
| | Social Media Disaster Recovery: a First Responder's Guide Every new technology brings with it the capacity to screw things up in an entirely new way. With social media, it's now become possible. . . read more
| | CIO Magazine
(12/2/11) | |
| | Obsess About Your Customers, Not Competitors Ever since Toyota launched Lexus and redefined how a car company and customers interact, others have been trying to imitate that model.. . . read more
| | Lior Arussy
(12/2/11) | |
| | Is it Possible Frontline Employees Don't Understand Service? What happens when your frontline employees don't seem to have customer service skills? Customer service is more than being polite and h. . . read more
| | Impact Learning
(12/2/11) | |
| | In-depth: The social side of CRM Where is customer relationship management (CRM) going next? It's a simple question and, judging by the responses from people in the ind. . . read more
| | Billy MacInnes
(12/2/11) | |
| | Move Over, CRM: CEM Is Transforming Marketing ROI Getting started with CEM is simpler than you think. Here's a six-point cheat sheet of considerations: 1. Avoid overanalyzing CEM: In. . . read more
| | CMO.com
(12/1/11) | |
| | The Importance of Your Relative Performance Customer Experience Management (CEM) is the process of understanding and managing customers' interaction with and perceptions about the. . . read more
| | Bob Hayes
(12/1/11) | |
| | Social Media's Tough to Measure After surveying 33 marketers and five community platform providers to determine what makes a winning branding campaign, Forrester Resea. . . read more
| | DestinationCRM
(12/1/11) | |
| | Confirmit and Clarabridge Partner to Improve VoC Strategies Confirmit, which powered over 150 million Voice of the Customer (VoC) and Market Research surveys in 2010, and Clarabridge, a provider . . . read more
| | Confirmit
(12/1/11) | |
| | CRM Returns $5.60 for Every Dollar Invested CRM applications continue to deliver high return on investment (ROI), with an average benefit of $5.60 returned for every dollar spent,. . . read more
| | Nucleus Research
(11/30/11) | |
| | Opinions Pretending to Be Data: The Benefits of Tracking Activity Despite their benefits, there are serious problems with modern CRM systems-from the hours of data entry required to the shockingly low . . . read more
| | DestinationCRM
(11/30/11) | |
| | Altitude Announces New Microsoft Dynamics CRM 2011 Connector Altitude Software announced the release of the Altitude + MS-CRM Connector for Microsoft Dynamics CRM 2011, a pre-packaged solution. . . . read more
| | Altitude
(11/30/11) | |
| | Xactly Launches Its iPad App on Salesforce Xactly Express for iPad is currently available for test drive on the AppExchange Mobile or as a free download for Xactly Express custom. . . read more
| | Xactly
(11/30/11) | |
| | Salesforce.com Unveils New Radian6 Social Marketing Cloud The Radian6 Social Marketing Cloud extends the social enterprise to marketing with new features in social monitoring, insights, engagem. . . read more
| | Salesforce
(11/30/11) | |
| | Are You Willing to Socialize With Your Customers? Typically, if a customer gets too vocal, the service organization goes into crisis mode to try to quiet the situation. That approach. . . read more
| | Lior Arussy
(11/28/11) | |
| | Harnessing Customer Experience Management Solutions Opportunities to drive more profitable customer relationships exist within the growing number of touch points organizations use to inte. . . read more
| | Brian Walker
(11/28/11) | |
| | The Pedowitz Group Announces New Online Self-Assessment Tool Tthe Revenue Marketing Index (RMI) is based on analysis of the 2011 Lead Generation Marketing ROI Study by Lenskold Group. RMI is in. . . read more
| | Pedowitz Group
(11/28/11) | |
| | Redefining IVR's Role Pays Off At American Express, the IVR helps customers quickly resolve basic inquiries, such as applying for a card, checking the status of an ap. . . read more
| | DestinationCRM
(11/28/11) | |
| | B2B Lead Generation - How Much Information Should You Capture? David Meerman Scott revisits that often-debated topic of whether it is better to collect opt-in data before allowing people to download. . . read more
| | Christopher Ryan
(11/28/11) | |
| | Evernote Selects Parature for Cloud-based Customer Engagement Evernote has selected Parature for online customer support to service its worldwide customer base. Evernote supports more than 16 mi. . . read more
| | Parature
(11/22/11) | |
| | newBrandAnalytics Raises $26 Million in Funding newBrandAnalytics, a provider of business intelligence from social media customer feedback, announced it has closed $26 million in Seri. . . read more
| | newBrandAnalytics
(11/22/11) | |
| | Infusionsoft Acquires CustomerHub Infusionsoft has acquired CustomerHub, a web-based application that provides a membership site and customer portal platform to small bu. . . read more
| | Infusionsoft
(11/22/11) | |
| | iContact Launches Social Media Product iContact, an email marketing company, launched its new social media marketing product. From this single product, businesses can direct. . . read more
| | iContact
(11/22/11) | |
| | Sword Ciboodle Leverages SAS Analytics Sword Ciboodle, a provider of customer engagement solutions, introduced the Intelligent Contact Center - a customer engagement suite p. . . read more
| | Sword Ciboodle
(11/22/11) | |
| | Jacada Announces Version Release of Its WorkSpace Agent Desktop Jacada announced the release of an enhanced version of its flagship unified desktop solution, Jacada WorkSpace Agent Desktop 6.0. As a . . . read more
| | Jacada
(11/21/11) | |
| | VirtuOz Enables Creation of Digital Customer Relationships VirtuOz announced the availability of its marketing and sales IVAs enabling companies to create digital customer relationships and to e. . . read more
| | VirtuOz
(11/21/11) | |
| | DoubleDutch Offers Freemium Version of Mobile CRM App DoubleDutch, a provider of cloud-based, geo-social applications, announced a Freemium self-serve version of its flagship HYVE Sales pro. . . read more
| | DoubleDutch
(11/21/11) | |
| | Veolia Environmental Services Taps HelpSTAR for IT Support Veolia Environmental Services North America, Corp. (VESNA) is automating its service requests and support across multiple departments t. . . read more
| | HelpStar
(11/21/11) | |
| | noHold and Motorola Mobility Offer Support Tool for Comcast The Motorola Modem Virtual Assistant can be used through the AskComcast Virtual Assistant at Comcast.com which is made possible through. . . read more
| | noHold
(11/21/11) | |
| | Get Satisfaction Brings Social Customer Support to Mobile Get Satisfaction released a mobile web application that brings community support to handheld devices. The mobile web app is available o. . . read more
| | Get Satisfaction
(11/18/11) | |
| | New Capabilities in SAS Conversation Center for Twitter SAS has added upgrades to SAS Conversation Center, a key application of SAS Social Media Analytics. SAS Conversation Center helps comp. . . read more
| | SAS
(11/18/11) | |
| | Pegasystems Extends Social Media Capabilities Pegasystems announced significant enhancements to the company's Customer Process Manager (CPM) customer service solution that extend th. . . read more
| | Pegasystems
(11/18/11) | |
| | iGoDigital Enhances Product Recommendations Platform iGoDigital added updates to its personalization platform including improved scaling and performance, an enhanced localization platform . . . read more
| | iGoDigital
(11/18/11) | |
| | Salesforce.com to Acquire Model Metrics Salesforce.com has entered into a definitive agreement to acquire Model Metrics, a mobile and social cloud consulting services company.. . . read more
| | Salesforce
(11/18/11) | |
| | Mindshare Adds QR Codes for Customer Feedback via Mobile Devices Mindshare Technologies announced the addition of its new Quick Response (QR) code feature to the company's enterprise feedback manageme. . . read more
| | Mindshare
(11/18/11) | |
| | Thousands of Customers Upgrade to Oracle E-Business Suite 12.1 Thousands of customers across all industries, including manufacturing, automotive, health sciences, entertainment, retail, food and bev. . . read more
| | Oracle
(11/17/11) | |
| | What Oracle Fusion CRM in the Cloud Means for Siebel Customers The CRM (customer relationship management) market got a bit busier this month with the entry of Oracle's long-awaited Oracle Fusion C. . . read more
| | Enterprise Apps Today
(11/17/11) | |
| | RightNow CX for Twitter Helps Deliver Customer Experiences RightNow (NASDAQ: RNOW) delivers a new service, RightNow CX for Twitter, harnessing the power o. . . read more
| | RightNow
(11/17/11) | |
| | Salesforce Lands $28M GSA-Wide Cloud Contract The government's use of public cloud services got a boost this summer with the General Services Administration decision to sign a $28.1. . . read more
| | Salesforce
(11/17/11) | |
| | 5 Ways Social Media Can Drive Revenue There's no doubt that social media has been a disruptive force on B2B marketing. Yet, many marketers struggle with how to use social me. . . read more
| | Steve Woods
(11/15/11) | |
| | Social Media Success Is About Purpose (Not Technology) In the real estate world, there is a saying: "The three considerations that most impact value are location, location, and location." In. . . read more
| | HBR
(11/15/11) | |
| | Aetna Members Get Ann-swers Aetna provides healthcare, dental, pharmacy, behavioral health, group life and disability insurance, employee benefits, and healthcare . . . read more
| | DestinationCRM
(11/15/11) | |
| | When to Remain Transactional and Why Anthony Iannarino has spent a lot of time thinking about, writing about, speaking about, and working on how to move from a transactiona. . . read more
| | Anthony Iannarino
(11/15/11) | |
| | Social Media -- 4 Trends to Watch in 2012 Beverly Macy is on a mission to help Fortune 500 companies answer the question, "What is social media and how can it help our company?". . . read more
| | Beverly Macy
(11/15/11) | |
| | Behavioral Tracking Brings New Granularity To Segmentation The premise of customer database segmentation is that marketing and consumers are not one-size-fits-all. Traditionally, marketers segme. . . read more
| | DMNews
(11/11/11) | |
| | BFF: Customer Experience & Consistency One of the key principles in customer experience management is consistency. Without consistency, some customers may get a great experie. . . read more
| | Customers That Click
(11/11/11) | |
| | Wouldn't It Be Great To Be In The Customer Experience Business? It is chic to talk about "The Experience Economy," and it is critical to appreciate the differences between being in the Experience bus. . . read more
| | GFK
(11/11/11) | |
| | Craft Your Investments In Light Of Adoption Patterns To define the context for making smart contract center strategy and technology decisions for customer service, Forrester, in partnershi. . . read more
| | Kate Leggett
(11/11/11) | |
| | Build Your Brand Through Exceptional Customer Experiences Brand reputation is often determined by a customer's last experience with a company or its products. If customers have an exceptional e. . . read more
| | DestinationCRM
(11/11/11) | |
| | Forrester's Paul Hagen: Evaluating Customer Experience Maturity "Customer experience (CX) maturity" was the topic of Forrester's recent Chief Customer Officer (CCO) roundtable meeting. The customer e. . . read more
| | Paul Hagen
(11/10/11) | |
| | 10 Ways to Rearchitect Your Contact Center For most Americans, customer service conjures thoughts of an irritating maze of phone menus, call flows, and transfers, followed by scr. . . read more
| | DestinationCRM
(11/10/11) | |
| | Wouldn't It Be Great To Be In The Customer Experience Business? While it is chic to talk about "The Experience Economy," it is critical to appreciate the differences between being in the Experience b. . . read more
| | GFK
(11/10/11) | |
| | Most Companies Lack a Customer Experience Measurement Program A new research report published by Temkin Group, State of CX Metrics, 2011, examines how companies keep track of their interactions wit. . . read more
| | Temkin Group
(11/10/11) | |
| | B2B Executives Missing Out on Social Media Potential Only eight percent of business-to-business (B2B) companies in the United States are extensively leveraging social media, even though 65. . . read more
| | Accenture
(11/10/11) | |
| | Voice of the Customer Programs: 3 Hallmarks for Success Many Voice of the Customer programs fail to deliver business results. One reason for this is that companies often measure outdated metr. . . read more
| | Kate Feather
(11/9/11) | |
| | Interactive Intelligence to Launch Communications Trial Program Interactive Intelligence will launch a trial program called Quick Spin that enables organizations to sample for free the company's comm. . . read more
| | Interactive Intelligence
(11/9/11) | |
| | Moving from Transaction to Engagement Mobile enterprise, social business, cloud computing, advanced analytics, and unified communications are converging. Armed with the art . . . read more
| | HBR
(11/9/11) | |
| | What's Our Super Glue of Customer Experience? Ever ask your customer service reps what do the customers think is a great experience? Regardless of your industry, the CSRs are close . . . read more
| | Kate Nasser
(11/9/11) | |
| | Infor Partners with Orbis Global to Enhance Marketing Lifecycle Infor, a provider of business software and services serving more than 70,000 customers, announced a partnership with Orbis Global, a pr. . . read more
| | Infor
(11/9/11) | |
| | What Does Web 2.0 Mean For NPS And Customer Loyalty? Since the release of Fred Reichheld's The Ultimate Question in 2006, Net Promoter Score (NPS) has become a worldwide movement and been . . . read more
| | Rob Markey
(11/7/11) | |
| | Why Don't We Let Customer Service Agents Actually Think? Customer service leaders repeatedly stress the need to improve agent engagement and better the customer experience, yet their live phon. . . read more
| | Customer Management IQ
(11/7/11) | |
| | Companies Need to Look In Before Looking Out There's a famous quote that reads "Knowing others is wisdom, knowing yourself is enlightenment." How does this translate into the world. . . read more
| | Social Media Today
(11/7/11) | |
| | Whaleback Debuts CrystalBlue Contact Center Solution Whaleback Systems announced the CrystalBlue Contact Center Solution for small-to-medium enterprises (SME). The cloud-based solution was. . . read more
| | Whaleback
(11/7/11) | |
| | Base - The Free CRM and Sales Tracking Application As small businesses around the country are struggling to keep their costs low, Future Simple is releasing a free version of their Simp. . . read more
| | Future Simple
(11/7/11) | |
| | Social Media Customer Service: Are You Listening? When businesses engage on social media, they often use it as a one-way communication tool to distribute marketing content. This approac. . . read more
| | Heidi Cohen
(11/3/11) | |
| | Customer Experience Mistakes to Avoid In this series of posts, Bruce Temkin examines some of the top mistakes companies make in their customer experience management efforts.. . . read more
| | Temkin Group
(11/3/11) | |
| | Embrace Social CRM Technology For Business Benefits What's the best way to embrace social technology in a manner that leads to maximum business benefits? One strategy is to treat ROI a. . . read more
| | Innoveer
(11/3/11) | |
| | SugarCRM Arms Developer Community with More Tools SugarCRM announced the release of Sugar 6.3, an upgrade to its Community Edition. Since 2004, there have been more than ten million dow. . . read more
| | SugarCRM
(11/3/11) | |
| | VisiStat Announces Integration With Salesforce.com VisiStat, a cloud-based web analytics company for small/medium businesses and enterprises (SMB/SME), announced an integration with Sal. . . read more
| | VisiStat
(11/3/11) | |
| | Responsys Announces Fall 2011 Product Release Responsys, a provider of email and cross-channel marketing solutions, announced the immediate release of Responsys Interact Fall '11, t. . . read more
| | Responsys
(11/2/11) | |
| | ProspX Launches ProspX for Salesforce.com ProspX, developer of on-demand search and sales collaboration solutions for the commercial insurance industry, reported that ProspX fo. . . read more
| | ProspX
(11/2/11) | |
| | Patron Technology Releases PatronManager CRM Update Patron Technology, in combination with its partner salesforce.com, has released its newest version of PatronManager CRM, the company's . . . read more
| | Patron Technology
(11/2/11) | |
| | SoundBite Preview+ to Provide Flexible Dialing Strategies SoundBite Communications, a provider of cloud-based, proactive customer communications, announced the immediate availability of SoundBi. . . read more
| | Soundbite
(11/2/11) | |
| | At the Crossroads of Customer Transactions and Engagement Digital Darwinism is the evolution of consumer behavior when society and technology evolve faster than the ability to adapt. At the int. . . read more
| | Brian Solis
(11/2/11) | |
| | Nearly One-Fourth of Companies Provide Service via Facebook A new study released by MarketTools revealed that 23 percent of companies provide customer service and support on Facebook, with 12 per. . . read more
| | MarketTools
(11/1/11) | |
| | The Secret To A Successful Business And Loyal Customers Online shoe retailer Zappos has become synonymous with great service in the 12 years since it was founded. The fact that it generates 7. . . read more
| | Jenn Lim
(11/1/11) | |
| | Angel Introduces Location Services Intelligence to the CX Angel, a provider of cloud-based Customer Experience Management solutions, announced the integration of location services into its clo. . . read more
| | Angel
(11/1/11) | |
| | LeadLife Releases New Marketing Automation Solution LeadLife Solutions, a provider of a lead management solutions, announced the release of its second-generation marketing automation pro. . . read more
| | Leadlife
(11/1/11) | |
| | When Consumers Tweet Complaints, Should Brands Respond? For many social network users, Twitter is both a water cooler and a complaint department. Although most are there to engage with peers,. . . read more
| | eMarketer
(10/31/11) | |
| | Thirteen Customer Experience Challenges Everyone in business has that hot-button issue that can keep them up at night. Whether it's adjusting to how the economy is impacting b. . . read more
| | 1to1
(10/31/11) | |
| | Tips for Building Brand Loyalty in a Discount Obsessed Market In today's marketplace, few customers stay loyal to a brand. And, why should they? Online is where most everyone does research, and whe. . . read more
| | Forbes
(10/31/11) | |
| | The Case for Proactive Customer Communications It may sound cliché, but it's true: an ounce of prevention is worth a pound of cure. In the customer care space, particularly in the er. . . read more
| | inContact
(10/31/11) | |
| | Emailvision Launches SaaS Campaign Management Solution Emailvision announced the launch of a SaaS campaign management solution with integrated customer intelligence. Campaign Commander Enter. . . read more
| | Emailvision
(10/27/11) | |
| | Ifbyphone Adds Bridge Between Web Inquiries and Follow Up Ifbyphone announced the launch of MyLeadResponder, a component in Ifbyphone's suite of services. MyLeadResponder solves the problem cre. . . read more
| | Ifbyphone
(10/27/11) | |
| | SmarterTrack Adds Another Tool for Providing Customer Service One thing that truly differentiates companies, from family-owned shops to enterprise-level organizations, is the ability to deliver sup. . . read more
| | SmarterTrack
(10/27/11) | |
| | Engage Employees Using Customer Service Tactics Most companies claim they want enthusiastic, engaged employees - and with good reason. Employee engagement and financial performance ar. . . read more
| | HBR
(10/27/11) | |
| | Why Social Media Success Has Nothing To Do With Social Media Financial services have all of the same struggles as technology services companies-with the added complication of tons of regulatory re. . . read more
| | Chris Koch
(10/27/11) | |
| | Top Reasons Why the Quality Function Doesn't Add Value You expect your quality program to have some beneficial impact on your business. But after a significant investment, you're seeing litt. . . read more
| | Contact Professional
(10/27/11) | |
| | Zeacom releases ZCC v6.0 Zeacom, a provider of contact center and Unified Communications solutions, announced the latest version of Zeacom Communications Center. . . read more
| | Zeacom
(10/26/11) | |
| | Amdocs Launches Customer Management 8.1 Amdocs announced the launch of Amdocs CM 8.1, a suite of customer management products. Designed to redefine and improve the overall use. . . read more
| | Amdocs
(10/26/11) | |
| | Verint Launches Web-Enabled Workforce Management Solution Verint Systems announced the availability of its fully web-enabled Enterprise Workforce Management (WFM) solution and expanded vision f. . . read more
| | Verint
(10/26/11) | |
