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News: Wendy's Selects Clarabridge’s Text Analytics for Feedback
Wendy’s International has chosen the Clarabridge text analytics solution to enhance its customer feedback program. With the growing number of ways customers can communicate with Wendy's, they were looking for a solution that would speed analysis, detect emerging issues and pinpoint troubled areas of our business at the store, regional or corporate level. Wendy’s Customer Feedback Program will use Clarabridge’s solution to automatically collect and analyze, in real-time, close to 500,000 text-based customer comments per year from its web-based feedback form, call center notes, emails, receipt-based surveys, and social media sources. Traditionally, Wendy’s Customer Satisfaction team would manually review spreadsheets using keyword search in order to find specific customer comments about a specific topic.(Clarabridge
)
News: Surado Adds Sales Process Workflow
Surado Solutions announced the release of Sales Process Workflow automation for Surado CRM Online Professional Edition. Surado CRM Online Sales Process Workflow helps provide consistency across the sales team by providing accurate results. The Sales Process Workflow allows users to create business rules that support a high degree of automation to assist sales representatives and enable them to become more proficient in closing deals. Features include sales pipeline management, automated follow-up activities, broadcast email, automated inquiry responses and automated updating of sales pipeline information. (Surado
)
News: Pasadena Selects Lagan Cloud-based CRM Contact Center Solution
Lagan announced that the City of Pasadena, CA has selected and is in the process of deploying Lagan OnDemand, the Lagan Software as a Service (SaaS) cloud-based solution for government Customer Relationship Management (CRM). With Lagan OnDemand the city will be able to centralize contact intake so that citizens can access a central contact center for service requests or information. In addition, through the Lagan Knowledge base contact center agents will have the information they need to answer most questions directly increasing first call resolution rates. Pasadena will initially deploy the solution to three departments including the Public Information Office, the Department of Public Works, and Water and Power. (Lagan
)
Article: Beware the Perils of Market Research
Market research can be a powerful weapon in any company's strategic planning arsenal. But it can also backfire. Research can't predict what consumer interest will be in the future. The best consumer market research is often in the real world. Some of the most innovative companies on earth, like Apple, refuse to be slaves to a spreadsheet. (CRM Daily
)
Article: Business Is Calling for the Customer Voice
The Boston Consulting Group (BCG) released its first Customer Insight Benchmarking report recently -- a study that surveyed more than 800 executives involved in either line management or consumer insight roles. Participants were from 40 global companies with at least $1.5 billion in sales, with many, the report notes, exceeding $10 billion. However, budgets are rarely the most pressing issue when it comes to raising the customer voice in the business conversation. In fact, BCG found that oftentimes, the companies that the best — performing companies actually spent less on market research studies per full-time employee (FTE). According to Mary Egan, partner and managing director in the firm's New York office, companies spending a lot per FTE were "swimming in data" and, therefore, more inclined to get stuck on tactical research, instead of focusing on strategic imperatives.(DestinationCRM
)
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