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Architectural CRM Keeping pace with changing customer needs is critical in this competitive growth economy to establish unique market positions, but how much is enough? Drawing a customer treatment blueprint will help businesses build their front and back strategies.   |
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. |
CRM
May 2010
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The Trouble with Tribal In the drive for the tribal experience, Self-Service 1.0 no longer works. |
Bank Systems & Technology
February 1, 2007
Jamie Geschke |
A Delicate Balance Innovation and differentiation will be required for U.S. financial institutions to compete with new entrants, non-traditional providers and global competitors. |
CRM
September 2013
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Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
December 2006
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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
December 4, 2015
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Why Customer Service Is Marketing -- and How to Get It Right In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels -- which translates into customer retention and higher sales. |
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May 2010
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Putting the 'Self' in Self-Service 2.0 The real revolution is enabling customers to define their own interactions. |
CRM
February 2015
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Correct Problems Caused by Outdated Automation Systems 'Personalization should permeate the customer experience at every touch point.' |
Reason
December 2005
Kerry Howley |
Soundbite: Intimate Revelations An interview with Princeton's Viviana A. Zelizer who argues that economic exchange is a crucial part of our quest to create, define, and maintain intimate relationships -- and that if money can't buy love, it can at least help sustain it. |
CRM
November 15, 2010
Zor Gorelov |
The Decline of IVR The always-connected customer prefers self-service smartphone applications. |
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. |
Wall Street & Technology
July 1, 2005
Jim Middlemiss |
CIO Challenge As more and more clients look to conduct transactions via electronic channels, investment management firms are improving their electronic servicing systems. Boosting online search capabilities and integrating call center systems and Web platforms can enhance self-service. |
Insurance & Technology
November 15, 2006
Peggy Bresnick Kendler |
Making Successful Contact Industry experts answer questions about how contact centers fit into insurers' customer service and distribution strategies. |
CRM
May 2010
Lior Arussy |
Book Excerpt: The Tribal Experience Customers may be newly empowered, but they still want to be delighted. Can you still deliver? |
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
October 2010
David Myron |
Act or Be Acted Upon Being more proactive is not merely a nice thought, it's essential. |
Bank Systems & Technology
March 29, 2006
Phil Britt |
Help Those Who Help Themselves Customer expectations are raising the bar for bank self-service. |
