Lasting Impressions:
One man's toxic waste is another man's potpourri.
-
The Grinch
For many organizations, 2009 has been an exceptionally tough year to manage the customer experience. The times have demanded many do more for the customer with less resource.
To be sure, many are wishful for a better 2010. I've long ago given up the tradition of predictions so I can't tell you what tomorrow will bring with any more certainty than the next guy. But I can tell you a few things with great certainty.
For the prepared, 2010 will bring great opportunities. For the nimble, 2010 will offer new possibilities. For the eager, 2010 will encourage you in new ways. And for the truly customer centric, 2010 will bring you new and valuable customers.
Wishing you and yours all the best this Christmas season. Happy New Year! Here's to 2010. What's your take?
News: ClickSoftware Releases 'Service Chain Optimization For Dummies' ClickSoftware Technologies announced the immediate availability of Service Chain Optimization For Dummies - a resource condensing the complex requirements of meeting today's stringent service and market demands, into an easy-to-read format. Its content draws on the expertise of ClickSoftware's CEO, Dr. Moshe BenBassat and the Company's real-world experience in helping hundreds of service organizations.(ClickSoftware
)
Article: Retailers Use Social Media To Advertise Deals One in five shoppers plans to use social networking sites such as Twitter and Facebook in their holiday shopping this season. Hundreds of Black Friday bargains from retailers as diverse as OfficeMax and Old Navy already are being leaked on shopping deal sites, even though the big sales blitz is still a couple weeks away. (CRM Daily
)
News: Telecommunications Company Extends its Use of Iontas Software Iontas announced that one of America’s largest telecommunications companies has purchased an additional 3,000 licenses of Iontas Event Focus software to gather key performance indicators (KPIs) from its business processes for analysis and improvement. After a few months using Iontas Event Focus to gather KPIs from some of its business processes to better serve its 90 million customers nationwide and improve profitability, this major telecommunications company has already realized value in this analysis leading it to invest again in process improvement with these additional licenses.(Iontas
)
News: SoundBite Extends Mobile Messaging to the Contact Center SoundBite Communications announced the release of its Contact Center Text Messaging Solution - a solution to enable an organization to communicate with consumers using a combination of automated and agent-assisted interactive text messaging. The solution leverages SoundBite's Dialog Engine and Agent Text Portal, features available on the Q4 2009 release of SoundBite Engage, the new version of SoundBite's multi-channel communications platform.(SoundBite
)
Article: CRM in 2010: The experts' predictions What do the experts in customer relationship management say about the coming 12 months? It will come as no surprise that despite talk of the 'green shoots of recovery', there is consensus that 2010 is still going to be no picnic for most businesses. "The big challenge for organizations over the next year is going to be growing that top line – because if they can’t improve profitability by cost reductions, they are going to have to do it through increased revenue and margins.(MyCustomer
)
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OUR TAKE -
Here's to 2010
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