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Bettering the Customer Experience . . .
Social CRM: Why your strategy will (probably) fail!
How do you measure the ROI of your social marketing campaigns? That’s the question marketers across the globe are desperate to understand and the answer ever CEO wants to know. Despite an increasing use of social applications by sales and marketing staff, not every company will get a worthwhile return from their social CRM investments this year. According to Gartner predictions in May earlier this year, the worldwide market for social CRM software licenses and subscriptions will total $2.1bn in 2012 – up from $850m in 2011 – whilst B2B applications for sales use will have the fastest growth and account for 30% of social CRM spending by 2015. However, despite these expenditure, analyst Adam Sarner forecasted that by the end of 2012, just 50% Fortune 1000 organisations will see a return on their investment, resulting in many failed projects. . . . read more >>
Responsiveness Index: Retail Brands Ranked by Fastest Response
Ifbyphone, a provider of voice-based marketing automation, announced the results of the Ifbyphone Responsiveness Index. The study ranked STORES Magazine’s 2011 top 100 retail brands by how quickly customers could connect for a live conversation. While the results indicated that the majority of local stores (81%) answered in less than 60 seconds, 1 in 5 stores took longer than a minute to answer, an amount that can feel like an eternity when a customer needs an answer. . . . read more >>
Ziggo Selects Jacada Customer Service Technology to Enhance CX
Jacada has been chosen as the customer service enterprise software solution provider for Ziggo, the largest cable operator in the Netherlands. Over the multiple year agreement,Jacada will provide Ziggo with solutions to integrate and automate vital applicationsenabling Ziggo customer service agents to easily navigate through customer data. Jacada solutions optimize the effectiveness of contact center interactions and provide automation to customer service processes, two important functions in the telecommunications industry. . . . read more >>
Helpshift Brings Customer Service To Mobile, $3.2M Financing
True Ventures invests in promising founders who are building for the markets of the future. The proliferation of mobile apps has changed how companies interact with their customers, and customer service must evolve beyond the traditional model. With its in-app customer support solution, Helpshift is creating an entirely new customer service model for today's mobile ecosystem," said Phil Black, founding partner at True Ventures. . . . read more >>
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