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CRM
April 2008
Jessica Tsai |
The 2008 CRM Service Awards: Web Interaction Management A new category covers multiple channels of customer support: email, instant messaging, click-to-call, click-to-chat, online forums, etc.; RightNow Technologies is the inaugural winner.   |
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
February 26, 2013
Leonard Klie |
inContact Releases New Version of Cloud Contact Center Software The company expands multichannel offering with Universal Queue, new agent interface, true inbound and outbound blending, and an API-driven cloud ecosystem. |
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
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: Service Leaders - Web Interaction Management RightNow Technologies rebranded its customer service suite as RightNow CX, with the intent to merge the Web, social media, and the contact center. |
CRM
January 2012
Judith Aquino |
Don't Count Out Email Yet New advances make email a smart choice for marketers. |
InternetNews
April 15, 2004
Paul Shread |
Connected Delivers Email Archiving The storage software firm debuts its first product from the Archive-it acquisition. |
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
December 11, 2010
Gib Bassett |
The Marriage of Mobile and Multichannel Marketing Mobile's central role in the coming cross-channel revolution. |
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.. |
CRM
December 13, 2011
Kelly Liyakasa |
Cisco Unified CCX Gets Cross-Channel Upgrade eGain adds its multichannel software, opening the Cisco platform to mid-market firms. |
CRM
July 2, 2015 |
ConvergeHub Integrates Gmail Users can access the Gmail accounts right from within the CRM platform. |
CRM
October 2, 2015
Leonard Klie |
Email Marketing Needs to Keep Up with Mobile Vendors must keep up with an evolving and challenging market by offering refined new solutions and techniques for small businesses. |
AskMen.com
Eric Santos |
Mastering Email The truth of the matter is, being good at email is an important skill to have. |
CRM
September 2010
Koa Beck |
11 Tips to Conquer Contact Centers If your contact center empire feels as if it's crumbling all around you, these best practices may help you reclaim the seat of power. |
Bank Technology News
February 2007
John Adams |
Email Mistakes: Giving Away the Store, Without Knowing it Inside jobs don't have to be the work of disgruntled bank employees. New research suggests most email-related exposure of sensitive data is accidental. |
CRM
November 15, 2004
Jason Compton |
How to...Train and Manage Multichannel Agents Not all agents are ideal for a demanding multichannel role, but these five steps will help contact center managers find the right agents, and give them the tools they need to make each phone call, email, and chat session a top-notch experience. |
InternetNews
July 19, 2010 |
Zscaler Leverages the Cloud for Email Security The Zscaler cloud-based security suite now includes real-time filtering to block spam and phishing attacks. |
Fast Company
June 2006
Caroline Wilbert |
Get Out of the In Crowd Michael Linenberger, author of Total Workday Control, offers advice on how to avoid drowning in email. |
CRM
March 2015 |
The 2015 CRM Service Leaders: Customer Case Management Customer case management remained "core to support operations" in 2014, according to John Ragsdale, president of technology and research for the Technology Services Industry Association |
CRM
September 1, 2011
Brittany Farb |
Email Marketing Remains a Key Tactic for Retailers Retailers are more focused on using email for marketing programs to promote their social communities than for social sharing. |
CRM
March 2004
the CRM editors |
The 2004 Service Leaders--Part II The leading customer service vendors for 2004 |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
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... |
InternetNews
November 15, 2010 |
Facebook Messages, the Next Step Beyond Email? Facebook unwraps a new system for collecting online communications in one unified format. |
CRM
May 2012 |
Service Lessons from the Front Line John Ragsdale, TSIA's VP of technology research and former analyst, tells all in his new book, Lessons Unlearned |
InternetNews
February 4, 2011
Stuart J. Johnston |
Hotmail Adds Support for Multiple Aliases Microsoft gives users of its free online email system "aliases" so that they can have disposable email addresses. |
CRM
August 3, 2012
Carrie Scott |
Reinvigorate Email Marketing Marketers need to focus on new methods of engagement to combat declining ROIs and deliverability. |
CRM
July 1, 2003
Ramin Ganeshram |
Seeing Green Rob McClellan, director of supply chain management and services for Taylor Made-Adidas Golf, uses email to drive leads to resellers. |
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. |
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). |
InternetNews
April 26, 2004
Paul Shread |
LSI Joins the Email Party LSI Logic Storage Systems has rolled out its first email product, a LogicStor email management solution for Microsoft Exchange. |
Fast Company
July 1, 2007
Doug Beizer |
Email Is Dead ... But communication isn't. Reuters, Capital One, and Union Bank reclaim productivity by rethinking the inbox. |
CRM
May 19, 2011
Brittany Farb |
Marketing Industry Migrating to the Cloud IBM study shows companies increasingly adopting cloud-based marketing solutions. |
CRM
May 2011
Barton Goldenberg |
Three Cheers for Honest CRM Vendors Dishonest practices that over-promise and under-deliver must be rooted out. |
Job Journal
July 11, 2004
Bob Rosner |
Working Wounded: Savvy About Sending Email When sending digital documents, nothing is truly confidential. Here are a few guidelines. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
May 4, 2012
Faletski & Sherrett |
Building a Successful Mobile Email Campaign Here are three ways you can improve the success of your email campaigns in an increasingly mobile world. |
CRM
September 2012
Judith Aquino |
Avoid the Spam Folder How marketers can save outbound emails from the dreaded fate. |
CRM
March 2011 |
The 2011 Service Leaders Here are this year's class of service winners and leaders. Each leader is graded on three criteria - customer satisfaction, depth of functionality, and company direction - in seven categories of support and service. |
CRM
June 2012
Marshall Lager |
Customers: Old Dog, New Trick? To serve customers, go with what you (and they) know, including old fashioned phone and email accessibility. |
Job Journal
September 19, 2004
Marty Nemko |
Quick Fix: An Email's Most Important Words To reduce the risk of your email being ignored, make the most of the subject line. |
CRM
March 2003
Jason Flynn |
New & Noteworthy TechExcel Inc. released its FrontOffice 4.0 for small and midsize business sales, marketing, and customer support... Interactive Intelligence Inc. has released two new products... NetLedger Inc. has launched its NetSuite 8.6, which will include enhanced partner relationship management capabilities... etc. |
CRM
June 22, 2011 |
VerticalResponse Launches New Social Media Tools to Extend Email Marketing Campaigns VerticalResponse, a provider of self-service email marketing software, online survey, and direct mail marketing solutions for small businesses, today debuted its next-generation social sharing tools that provide deeper integration between email marketing and social media. |
CRM
February 2013
Leonard Klie |
Case Management Takes a Dynamic Turn Progressive contact centers can incorporate adaptability, cross-sell and upsell capabilities, social media integration, gamification, and multiple channels. |
CRM
March 2014 |
The 2014 CRM Service Leaders We asked our judges to evaluate and score companies based on important criteria: reputation for customer satisfaction, depth of functionality or services, company direction, and technology costs over a five-year period. |
Fast Company
June 2001
Cleo Burtley |
Real Help From A Virtual Secretary UReach is a unified messaging system that gives you access to every email, voice, or fax message that people send you -- even if those messages come to you via different accounts... |
CRM
March 2010
Jessica Tsai |
The 2010 CRM Service Awards: The Service Elite - Drugstore.com RightNow Technologies is helping Drugstore.com get better at making its customers look good. |
CRM
December 2011
Marshall Lager |
HauteLook Gets Help for Help Online discounter taps RightNow for customer care. |
CRM
March 13, 2015
Loren McDonald |
Content (and Data) Is King of Email Marketing Combine triggered and 'white space' emails for a successful strategy. |
