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RealMarket Stock Index
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Complete Stock Index
As of close 04/28/08


  Featured Research Note

Customer Experience Management Technologies - Customers are increasing intolerant of bad service. Time and cost contraints are pushing companies harder to improve that experience. However, the potential to improve either situation is improving as vendors come to market with products that can help analyze different forms of data. As better analytic information becomes available, companies can begin to assess the effectiveness of their interaction-handling processand figure out how to improve them. (Ventana Research )
 
Recent Research Notes
Improve Customer Interaction Using Speech Self-Service - Companies' Integrated Voice Recognition (IVR) applications are being stretched thin. Forty-three percent (43%) of companies surveyed in the Contact Center Analytics benchmark report are either seeing poorer performance in call abandonment rates or don't measure this Key Performance Indicator (KPI) at all. By adding speech self-service to the current IVR stack, companies provide a more robust and complete customer experience.   (Aberdeen - 2/11/2008)
CRM Implementation Checklist - Please Take this Survey - Please take part in this survey which will form part of an MBA thesis at Imperial College London.   (Imperial College - 10/30/2007)
Customer Satisfaction Growth Slows, Many Companies Struggle to Keep Up - ACSI Report Shows Utilities and Cell Phone Industries Rising; Restaurants, Cable and Airlines Tumbling   (ACSI - 5/15/2007)
JupiterResearch Finds Limited Consumer Interest in Mobile Banking - JupiterResearch, a leading authority on the impact of the Internet and emerging consumer technologies on business, has found that despite renewed efforts on the part of financial institutions, overall interest in mobile banking services is limited.   (Jupiter Research - 4/24/2007)
Mentor Graphics Save through Web Self-Service - Support represents over 30% of Mentor's revenues and is managed as a profit center for the company.   (AMR Research - 12/4/2006)
Forrester Ranks Comergent As Leader in Order Hubs report - According to Forrester's latest Wave report on order management vendors, Comergent is ranked as a leader.   (Comergent - 10/5/2006)
Extracting Information from Call Data - BI techniques improve insights from call recordings   (Ventana Research - 10/4/2006)
Customer- and Process-Focused Performance Management - Root-cause analysis and process improvement can help reduce costs   (Ventana Research - 10/3/2006)
Customer-Centric Organization Remains a Dream - Companies need to rethink their customer relationship strategies   (Ventana Research - 10/2/2006)
Evaluating Maturing in Contact Centers: A Performance Management Research Study - Ventana Research undertook this research study to evaluate the maturity of contact centers worldwide, assessed by region, industry and size. We determined maturity by communications channels and services supported, how performance is measured and what technologies are deployed. In the analysis, we applied the Ventana Research Maturity Model, placing centers at one of four levels for increasing maturty: Tactical, Advanced, Strategic and Innovative.   (Ventana Research - 3/31/2006)
Get a Starbucks Card loaded with $5 and qualify to win an iPod nano when you participate in a survey! - Performance Scorecards and Dashboards - A Ventana Research survey - Do scorecards, dashboards and performance alerts really bring about strategic alignment? Do they facilitate the best use of a company's resources and coordinate the efforts of every member of the organization? Ventana Research, our trusted research partner, is conducting a short survey on the topic of Performance Scorecards and Dashboards. Get a Starbucks Card loaded with $5 and qualify to win an iPod nano when you participate in our survey!   (Ventana Research - 2/2/2006)
 

 

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