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CRM
September 2003
Barton Goldenberg |
Service Is the Long-Term Winner Combining CRM with product excellence delivers competitive differentiation that can outlast the competition.   |
CRM
October 2003
Ginger Conlon |
The Great Service Debate Used properly, self-service applications can enhance the buyer-seller relationship. |
Bank Systems & Technology
March 29, 2006
Phil Britt |
Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service. |
Entrepreneur
July 2002
Mark Henricks |
"Self" Respect You can't deny consumers their desire to do everything themselves. |
CRM
September 2005
Barton Goldenberg |
'Information at Your Fingertips' These five business drivers will propel real-time CRM over the next decade: The need to be increasingly customer focused... Increased competition... An increased emphasis on better market segmentation... etc. |
CRM
April 1, 2005
Coreen Bailor |
Self-Service Satisfaction More customers are adopting Web self-service, but not all customers are satisfied. |
CRM
March 2004
Barton Goldenberg |
People Make or Break a CRM Initiative What drives CRM success is getting the people, process, and technology mix right. The people side of a CRM initiative accounts for 50 percent of its success, so it is especially important to tackle that aspect from the outset |
CRM
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
CRM
August 2, 2004
Jerri Ledford |
Reducing CRM's Total Cost of Ownership How organizations increase the value of their CRM initiatives while keeping costs low. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
CRM
November 2003
Barton Goldenberg |
CRM Is Not a Game of Chance Don't commit to any CRM application until first understanding your CRM needs -- then understand which CRM application best meets them. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
HRO Today
Jan/Feb 2008
Andy Teng |
Adoption of Self-Service Grows Despite Employers' Concerns To really leverage all the benefits that self-service offers, employees must not be allowed to lean on HR for services they can obtain via the web. |
CRM
May 2010
Lior Arussy |
The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
CRM
March 2011 |
Is a Contact Center Revival 'Up Around the Bend'? The idea of customers helping customers appeals to organizations for its low-cost and brand-building benefits. Vendors were evaluated based on their ability to provide Web self-service, email management, click to call, chat, and social media community support. |
CRM
February 2, 2004 |
Hot Seat: Self-Help Alters the Service Landscape As Web self-help grows in popularity among both customers and the companies that serve them, CRM magazine asks: Can Web self-help solutions enable companies to bring outsourced customer service efforts back in house? Why or why not? |
CRM
October 2007
Coreen Bailor |
Help Them Help Themselves Web self-service means having your customer become her own customer service rep -- but without making her resent doing what a real CSR can do in a fraction of the time. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
CRM
August 2005
Coreen Bailor |
Do It Yourself Web self-service done right, in the right enterprise, can return some real benefits. Here, a review of the five top vendors with robust, integrated solutions. |
CRM
June 2012
Leonard Klie |
Modern Medicine: A Marketing Headache When it comes to customer self-service, the medical industry is far ahead of many other verticals in its use of technology, but customer use of those options is still far from prevalent. |
Bank Technology News
November 2010
Sean Sposito |
5-NCR Self-service checkout counters at supermarkets. Vending machines loaded with DVDs. If you ask William Nuti what these devices have to do with financial services technology, he'll tell you: Everything. |
CIO
August 15, 2002
Tom Wailgum |
Check This Out Home Depot and other retail chains are rolling out self-service checkout kiosks. |
InternetNews
August 17, 2010 |
Microsoft Ships Self-Serve Virtualization Tool Software giant unveils version 2.0 of a service that enables corporate users to create and maintain a virtualization infrastructure on a self-serve basis. |
CRM
December 2006
Marshall Lager |
The New World of Sophistication From mashups and analytics to melanges and intimacy, in the coming year CRM's evolving opposable thumbs will add dexterity to business processes. |
CRM
September 26, 2014
Jake Wobbrock |
Changing Consumer Behaviors Make Self-Service Growth Inevitable To give today's customers what they want, help them help themselves. |
Insurance & Technology
July 10, 2008
Brady Polansky |
Technology Must Be Seamless and Consistent Between Carriers Insurers have to enable Web services to agencies in a way that it becomes seamless. |
CFO
July 1, 2005
John Edwards |
Help Yourself Customer self-service is finally catching on with consumers -- and saving businesses a bundle in the process. |
CRM
March 2005
Jason Compton |
You've Got Questions, We've Got Answers We went into the market to talk with CRM users about their main challenges, and then went back to industry experts for solutions. Here's what we found. |
CIO
June 1, 2003
Gary Beach |
The Self-Service Economy Forget about the "new" economy or the "e" economy. Bring on the "self-service" economy. Is your company --and in particular your company's website--ready for the most demanding customers in the coming self-service economy? |
CRM
May 2005
Barton Goldenberg |
The Consumer of the Future As the consumers of the future, the www generation are the ones with whom you will build and manage your customer relationships. They hold the keys to your organization's future financial success. Get your action plan in place for the customer of the future. |
InternetNews
August 23, 2004
Dan Muse |
Cisco Ties Microsoft CRM to Your Phone System Cisco Systems today announced plans to integrate its IP Communications platform with Microsoft CRM. The goal is to provide an affordable way to give everyone in the company a single view into complete customer data. |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
April 1, 2007
Colin Beasty |
Business Problem: CSRs Are Inundated with Routine Customer Inquiries, Which Increases Wait Time and Reduces Agent Effectiveness. Tech Solution: Speech-enabled IVRs. Aspect Customer Self-Service... Cisco Unified Customer Voice Portal... VoiceObjects 6... |
CRM
February 2006
Coreen Bailor |
6 Common Contact Center Mistakes Here, contact center industry experts reveal six common, but sometimes overlooked, blunders that plague the industry, and offer advice for avoiding or reversing missteps. |
CRM
April 1, 2006
Colin Beasty |
Business Problem: The Call Center Is Overwhelmed with Basic, Repetitive Inquiries With the average agent-assisted phone call as much as 30 times more expensive than a Web self-service interaction, properly implemented Web self-service solutions can save a company time, resources, and money. |
CRM
March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike. |
CRM
August 18, 2015 |
Oracle Updates Service Cloud and Oracle Social Cloud The latest releases of Service Cloud and Social Cloud enable brands to leverage social channels and self-service communities to expand customer engagements and business insights. |
Fast Company
April 2004
Charles Fishman |
The Toll of a New Machine Is automation the face of the jobless recovery and will it make service better for workers and customers alike? |
HRO Today
April 2008
Naomi Lee Bloom |
Does Amazon Have a Call Center? What do HR management business process outsourcing providers need to do to improve efficiency? |
CRM
August 20, 2013
Leonard Klie |
Companies Need to Shift Their Focus Companies that cling to a product-centric mentality will go the way of the Walkman. |
CRM
January 26, 2004
Patrick O'Neal |
Customers Prefer Self-Service When companies empower customers to transact how they want, when they want, the majority of customers will choose the lowest cost option.. |
CIO
June 9, 2010
Rick Swanborg |
IaaS: Why Intel Dumped the Grid By using IaaS and PaaS to build a self-service portal for its research and development group, Intel was able to show users what they were consuming and how much it cost the business, without impeding operations. |
CRM
August 2011
Leonard Klie |
Changing the Channel Research reveals how consumers will contact customer service within the next two years |
CFO
January 1, 2005
Karen Bannan |
Ernestine, Meet Julie Natural language speech recognition is markedly improving voice-activated self-service. |
CRM
December 1, 2005
Coreen Bailor |
Self-Service Gets Graphic A reworked support blueprint leads to a near perfect self-service rate for designer and manufacturer of 3D graphics and digital-media silicon solutions ATI Technologies. |
CRM
April 3, 2015
Robert Johnson |
5 Tips to Supercharge Customer Services A teamwork-centered approach is an essential foundation. |
Bank Technology News
January 2007
John Adams |
Branch Automation: Helping Customers To Help Themselves Buoyed by the success of user-driven automated service at airports and supermarkets, firms like Source Technologies and NCR are selling the idea to financial firms. |
