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CRM
September 1, 2005
Coreen Bailor |
Email Response Times Lag Still Many organizations are failing to capitalize on email, allowing sluggish response times to customer inquiries. This runs the risk of tarnishing customer relationships. Companies are nowhere near responding to the channel like they should.   |
CRM
July 2003
Lisa Picarille |
CRM World Domination While the performance optimization market is still relatively new, the melding of workflow automation, training, workforce management, and workforce optimization solutions is starting to provide a soup-to-nuts means of identifying and improving agent performance levels. |
CRM
March 1, 2005 |
Statistically Speaking Cisco and IBM are the top two choices for IP telephony solutions to be deployed in the next two years... An overwhelming 79% of respondents claim they do not have a 360-degree view of their customers... etc. |
CRM
November 15, 2004 |
Statistically Speaking 65% of respondents admitted that they would probably lessen or completely terminate their dealings... 84% of the more than 13,000 evaluations from IT decision-makers, influencers, and staff suggested... Not all companies are living up to their customer-centric claims... etc. |
CRM
December 20, 2004 |
Statistically Speaking The number of call center agents in South Africa will quadruple over the next four years... IDC projects a 6.9% compound annual growth rate (CAGR) through 2008 in business and IT services... Companies are doing a poor job of handling email response to the Hispanic market... etc. |
CRM
November 1, 2006
Colin Beasty |
Business Problem: Poor e-mail Response Times Lead to Increased Numbers of Phone Calls to the Contact Center Tech Solution: e-mail management tools. KANA Response... Kintera CRM... Talisma Email... |
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. |
Wall Street & Technology
April 14, 2006 |
Leaky Online Channels Financial institutions are losing business as a result of sales leakage in their online channels, according to a new study from Aite Group that surveyed U.S. institutions' ability to respond to online inquiries from prospects. |
CRM
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
October 1, 2005 |
Statistically Speaking Only 32% of the 710 U.S.-based SMB and midmarket companies surveyed indicated they are using email marketing... While 79.7% of senior-level marketers said measuring and taking action on ROI is important... etc. |
CRM
August 1, 2005 |
Statistically Speaking 41% of enterprise customers are truly loyal to their wireless service providers... 40% of all companies are planning to purchase hosted CRM app solutions over the next year... 27% of all emails sent to high-tech companies were ignored completely... etc. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
December 31, 2014
Oren Smilansky |
Industry-Specific CRM Solutions Remain the Go-to Choice for Some Businesses Two vertically focused providers supply companies with improved CRM tools. |
CRM
November 3, 2003
Martin Schneider |
News in Brief A report by Aberdeen Group says that more companies are taking a serious look at the hosted model... the worldwide analytic applications software market is forecast to reach more than $4.8 billion by 2007... financial services firms need to invest in next generation CRM technology... etc. |
CRM
February 2004
David Myron |
Hot Spots You've decided to outsource your contact centers. Now the question is, to where? We evaluate the fastest growing nearshore and offshore options. |
CRM
February 1, 2007
Colin Beasty |
Required Reading: Staying Out of the Spam Folder Book Reviews: E-Mail Selling Techniques by Stephan Schiffman... Who Stole My Customer?? Winning Strategies for Creating and Sustaining Customer Loyalty by Harvey Thompson... Run With the Bulls Without Getting Trampled by Tim Irwin... |
CRM
July 1, 2003
Martin Schneider |
News in Brief The popularity of Internet protocol (IP) call centers will jump significantly in the next few years, according to research firm Datamonitor... Firms will again move away from smaller CRM implementations, returning to larger suite applications... etc. |
CRM
August 27, 2003
Jim Dickie |
The CRM Report Card Is In Companies get fewer F's, but not nearly enough A's. |
CRM
July 20, 2012
Duke Chung |
Customer Service 2.0 Five tips for creating an agile and successful call center to keep up with customer demands. |
CRM
November 25, 2003
David Myron |
BPO: Northern Exposure According to a Datamonitor research report, U.S. call centers are packing up and moving north. |
Fast Company
Dec 2014/Jan 2015
Stephanie Vozza |
How To Make Email Better, Faster, And More Fun Since your inbox isn't likely to disappear anytime soon, we've found ways to make it better, get through it faster, and dare we say actually make it more fun? |
Wall Street & Technology
January 24, 2006 |
What's Your IQ? Fewer than half of senior finance and IT professionals surveyed believe they have achieved their information quality (IQ) objectives, reveals a study, which surveyed 385 senior executives. |
CRM
October 19, 2012
Joshua March |
The Changing Nature of Customer Relationships How social media is forcing large companies to rethink CRM. |
CRM
February 22, 2013
Paul Lang |
What's Next for the Contact Center? The challenge for contact center managers will be finding a way to offer the best customer service at the lowest cost. Here are seven trends that we can't ignore. |
CRM
March 1, 2008 |
destinationCRM Dashboard Highlights from online news stories. |
CRM
November 10, 2010
Glenn Houck |
The Quick and the Dead The competitive advantage of getting to a lead first. |
CRM
August 27, 2003
Lisa Picarille |
Vertical Focus: Government Some of the major trends in government CRM include increasing the amount of services offered online and improving the metrics to gauge CRM efforts. |
CRM
April 11, 2014
Bob La Loggia |
8 Tips Every SMB Should Know Ensure loyalty by putting customers first. |
AFP eWire
December 6, 2004 |
Email Solicitations Still Evolving in Higher Education Only half of higher education institutions are using email as a fundraising tool, and there is a wide disparity in how the technology is being employed, according to a new survey by the Council for Advancement and Support of Education (CASE). |
CRM
September 2003
Guglielmo et al. |
The 2003 Market Leaders (Part 2) Which vendors are leading the industry? CRM magazine scrutinized CRM suite vendors and related categories to uncover the top-five leaders in each category: enterprise CRM, mid-market CRM, analytics, contact center outsourcers, and consulting firms. |
CRM
August 1, 2006
David Myron |
The Response You Don't Want Many business professionals still need some convincing when it comes to using CRM technology. |
CRM
March 2012
Jim Dickie |
Are the CRM Wars Really Over? Existing CRM users would be well advised to test the waters to see if something that would work better for them exists. |
Financial Planning
October 1, 2008
Deena Katz |
Reining in Email There is probably nothing more problematic in our professional lives today than our ability to use and abuse email. |
CIO
May 1, 2002
Lafe Low |
What We're Buying When you look at the IT shopping lists of most companies, CRM technology is consistently at the top. In fact, CRM spending will outpace spending in other infrastructure technology categories such as content management and supply chain management... |
CRM
August 2, 2010
Alex Dayon |
From Deflecting Customers to Embracing Them Six ways that the new Internet - a mobile, social, and real-time Internet - is changing the playing field for CRM and putting customers back in control. |
