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Bettering the Customer Experience . . .
Turning Customer Intelligence into Innovation
It's a paradox of the information age. The glut of information that bombards us daily too frequently obscures true insight. Intelligence should drive better innovation, but unless it is strategically collected and used, it functions like a summer beach novel — an engaging distraction. Thoughtful companies intertwine customer intelligence throughout the three phases that characterize most successful innovations. Innovation starts with discovery — where an innovator pinpoints an important problem to solve. Ground-level intelligence is critical to this part of the process. While companies are increasingly using detailed analytics to fine-tune pricing, packaging, and product performance, analytics have their limits when it comes to finding the next big idea. After all, data only exists about the past — discovering untapped opportunities typically requires a heavy dose of primary research to tease out what the customer needs but cannot easily articulate. Consumers don't do a good job reporting what they currently want or do, let along what they might want or will do in the future. . . . read more >>
VSI Releases HTML5-Based Mobile Versions of Field Service
VSI has released HTML5-based mobile versions of its CRM software solutions. The new mobile version of CRM/field service management solution VServiceManagement enables companies to deploy one version across multiple mobile devices and platforms, including iOS, Android, and Windows. If customizations are required, companies can roll out one, HTML5-based version across all mobile platforms. VSI’s mobile solutions run both online and offline, enabling workers to access the applications even without Internet connectivity. . . . read more >>
Infostan Launches Customer Management for the City of Belgrade
Infostan is independently hosting the MaxBill system and is providing the City of Belgrade with managed customer management and billing services. The multi-tenant architecture of MaxBill allows Infostan to service other municipalities in the region on the same customer management and billing platform. . . . read more >>
Kred For CRM Touts Social Media Influence
Kred in partnership with Cadalys announced the launch of Kred for CRM. The application integrates Kred social media influence and outreach scoring, enabling its users to prioritize customer service based on influence and identify influential contacts who have relationships with key prospects. Kred Influence and Kred Outreach scores are measured globally, as well as in over 70 specific online communities of influence such as C-Suite Executives, Tech, Finance, Health Care and Bloggers. . . . read more >>
VPI Selects Autonomy to Deliver Speech Analytics
VPI, a provider of workforce optimization solutions, will embed Autonomy’s Intelligent Data Operating Layer (IDOL) in its speech and multichannel analytics solutions. The VPI Empower and VPI Empower 911 workforce optimization solutions will leverage IDOL’s ability to recognize and act on concepts and patterns in all forms of data. By automatically understanding the meaning within massive volumes of human information – including phone conversations, chats, emails, documents, social media, video, images, and websites – VPI customers can act much more quickly. . . . read more >>
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