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CRM
June 27, 2014
Karine DelMoro |
Unlock the Potential of Unstructured Data for a Successful VOC Program Strategies for gaining a competitive edge with unstructured data.   |
CRM
September 2014
Leonard Klie |
When VoC and VoE Combine Bring together the voice of the customer and the voice of the employee to gain a more complete view of customer experiences. |
CRM
August 2, 2013
Dave King |
Look to Mobility to Broaden Your VoC Capabilities Many consumers use smartphones and tablets more than they do any other medium to interact with brands, requiring companies to create content and communications channels that work effectively through the mobile medium. |
CRM
January 2, 2015
Marriann Cole |
4 Building Blocks for Improving Customer Service Listening to customers' voices shouldn't stop when the sale is made. |
CRM
December 2009
Bruce Temkin |
7 Keys to Customer Experience Big-picture advice for how to improve the customer experience over the next year. |
CRM
July 2012
Leonard Klie |
Listening to the Voice of the Customer As companies adopt voice of the customer solutions, customers expect them to act on their feedback. |
CRM
April 20, 2012
Leonard Klie |
HP Helps Organizations Enhance Customer Engagement via Social Networks HP launches Social Enterprise Services to help organizations implement a social CRM program. |
CRM
August 19, 2010
Justin Schuster |
5 Essential Steps to Mastering Customer Intelligence Build loyalty, gain a competitive edge, and improve your bottom line. |
CRM
March 1, 2007
Coreen Bailor |
Vocal Ease Companies should plan and implement a formal approach to collecting feedback and inserting the customer's voice into the business strategy. |
CRM
December 15, 2011 |
Verint Upgrades VoC Analytics Solution Integrated text analytics is a new feature of Vovici Enterprise Feedback Management. |
CRM
July 20, 2011
Leonard Klie |
Verint Will Acquire Vovici Verint Systems announced plans to acquire Vovici, a provider of enterprise feedback management solutions. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
CRM
September 7, 2010
Rob Howard |
Try Being Unsocial with Customers First You don't want social CRM. You want integrated customer intelligence. |
CRM
August 23, 2013
Connor Marsden |
The Role of Social CRM These channels present incredible opportunities for companies to add another dimension to understanding customers, key decision-makers, and trends that drive meaningful dialogue. |
CRM
July 1, 2009
Donna Fluss |
Contact Centers and the Age of Analytics A variety of applications promise revenue generation and cost reduction. |
CRM
November 27, 2015 |
ResponseTek Introduces Listening Lab ResponseTek's Listening Lab self-serve product empowers users to create and deploy ad hoc surveys. |
CRM
March 20, 2012 |
NICE Integrates Interaction Management and Fizzback Solutions to Enhance Customer Experience The combined Voice of the Customer solution enables companies to gain insight into the root cause of specific customer feedback by correlating voice interactions with real-time feedback survey results. |
CRM
October 17, 2014
Yaron Wilf |
How Social Service Communities Can Drive Loyalty When customers help each other, companies and customers win. |
CRM
January 25, 2013
Benjamin Lederer |
Making Use of Social Media Data A social CRM or contact management system can function as your business command center, supplementing contact, company, and industry information with social data, including profiles and comments. |
CRM
June 29, 2012
Leonard Klie |
Forrester Names Its Voice of the Customer Awards Winners Barclaycard, Cisco, and Vanguard are recognized for their positive customer experiences. |
CRM
January 3, 2014
Matt Kearney |
Three Tips to Optimize Your Social Media Success Focus on the right channels to grow revenue and satisfy customers. |
CRM
September 19, 2011 |
NICE to Acquire Fizzback The transaction will allow NICE to create a voice of the customer offering that combines direct, indirect, and inferred customer feedback. |
CRM
May 2011
Leonard Klie |
Speech Analytics Captures Consumer Sentiment Technologies blend data from different sources, emotional states, and moments in time |
CRM
May 1, 2007
Donna Fluss |
Analytics Is the Answer What do contact center managers need to generate revenue? New tools and technologies. |
Search Engine Watch
November 9, 2010
Garry Przyklenk |
3 Ways to Analyze Your Competition Competitive intelligence is a highly underestimated aspect of web analytics reporting. Without it, your company's stakeholders won't know whether trends reported are good, bad, or really bad. |
CRM
November 20, 2015
Sam Del Rowe |
InMoment Partners with VoxPopme for Video Voice of the Customer The integration adds video as a voice of the customer feedback medium. |
CRM
March 29, 2013
Bhupendra Gupta |
Look to Customer Experience Data to Solve Business Problems Less consumer effort results in higher satisfaction. |
CRM
September 2, 2011
Duke Chung |
Five Ways to Amplify Your CRM System By opening up a two-way communications channel for customers and your CRM system, it provides an enormous overview of what customers want, accessed, and engaged in during their customer service experience. |
CRM
February 2011
Fluss & Rogers |
How to Listen to the Voice of the Customer in a Multichannel World Contact centers and enterprises in general should interact with customers in their channel of choice, either in real time or periodically. These solutions need to create, issue, collect, and analyze feedback through multiple channels, including IVR, Web, social media, email, SMS, and live calls. |
CRM
January 2012
Donna Fluss |
Speech Analytics in the Voice of the Customer Era A valuable application increases its role. |
CRM
November 2012
Judith Aquino |
Transforming Social Media Data into Predictive Analytics More organizations are leveraging psychographic data to forecast positive -- and negative -- results. Companies are eagerly listening to what is being said about their brands and searching for ways to take advantage of all this data. |
CRM
March 2011
Donna Fluss |
Realizing the Benefits of Speech Analytics Initially for contact centers, the Holy Grail for marketing and customer service organizations has widened its scope. |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
December 2010
Robert Wollan |
Analyzing the New Customer Customer analytics are emerging as a competitive advantage |
CRM
August 29, 2010
Scott Brave |
The Social Work of Social CRM Collective intelligence can find a needle in a haystack. |
CRM
July 2012
David Myron |
CRM Moves to an Outside-In Approach Organizations must put customers first -- especially when making changes to their staffing structure, processes, or technology. Doing so will mark the beginning of your outside-in strategy. |
CRM
January 2012
Judith Aquino |
5 Hot Marketing Trends Customer strategists must step up their engagement efforts as mobile's mercury rises. |
CRM
November 22, 2013
Kristin Muhlner |
Making the Most of Social Media Data Tap into this one-stop business intelligence source for your smartest budget ever. |
Search Engine Watch
September 16, 2010
Jacob Morgan |
Visualizing the Social CRM Process This simple six-step process will help you create a social customer relationship management strategy for your organization. |
CRM
January 2011
Lauren McKay |
Collecting Feedback Makes Cents A financial services firm invigorates its VOC program to better understand its business -- and its customers |
IndustryWeek
August 18, 2010
Ebert & Natarajan |
Rebalancing Quality Priorities Many companies are susceptible to costly quality issues, as the recent Toyota crisis demonstrated. To reenergize their quality focus, companies should manage quality as a customer experience, address quality issues with sophisticated risk management approaches |
CRM
August 2013
Donna Fluss |
The Black Hole of Customer Surveys Don't ask for feedback if you're not going to act on it. |
CRM
November 2015
Donna Fluss |
Speech Analytics Is Important to Your Future Analyzing what your customers say to agents can have huge operational benefits across an enterprise |
CRM
September 2010
David Rich |
Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge. |
CRM
April 25, 2014
Duke Chung |
In the Age of the Customer, Service and Engagement Will Define the Brand Customer service is becoming the next brand differentiator. |
Entrepreneur
March 2008
Romanus Wolter |
Looking Back Your most powerful business tool is the ability to learn from your mistakes. |
Search Engine Watch
December 13, 2010
Nathan Linnell |
It's Time for True Social Media Analytics A social media analytics tool that brings together data from Facebook, YouTube, Twitter, social media monitoring, analytics, and advertising has the potential to drastically alter how we analyze and evaluate our social media efforts. |
CRM
May 12, 2015 |
Reevoo Partners with Feedback Ferret on Travel App Reevoo and Feedback Ferret partnership allow travel companies to capture and act on customer feedback. |
CRM
January 2010
Christopher Musico |
Innovation Picks Up Static In the pursuit of consumer sentiment, has the industry skipped over speech analytics and jumped on the social media bandwagon? |
CRM
February 2013
Patrick Gibbons |
Voice of the Future Customer New methods for predicting customers' behavior are changing how we listen to them. Customer strategists must change. Professionals involved with customer experience or VOC strategies should anticipate big changes in their role. |
