Dovetail Software : September 2009

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September 2009 - Posts

Dovetail Links 2009-09-29

Driving Response Through Customer Care....Do You Really Know Your Customers?...Marketing Automation: Unique Kid on the CRM Block....Customer Centricity: Let Your Customers Lead You....Why CEOs Must Tie CIO Pay To Customers And Growth....
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Permalink: Tuesday, September 29, 2009 3:38 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer centricity, customer experience, IT alignment, marketing automation
Participate in a Social CRM Survey, Registration Ending Soon

If you work in Customer Experience Management (CEM) and you are a director or above, then Esteban Kolsky, a former Gartner analyst and founder and principal of ThinkJar, would be interested in having you participate in a short survey on Customer Experience in a Social World. If you're willing to answer 18 questions, then you'll get a free copy of the report in December -- and have the opportunity to help create best practices for other CEM pros as they prepare their organizations for social media's newest channels.

But be advised, you only have 3 days to register, as John Ragsdale was kind enough to point out here that registration closes on October 1. Mr. Ragsdale comments further on the need for such a survey...
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Permalink: Tuesday, September 29, 2009 11:16 AM
Posted by Dovetail Software | 0 Comments
Filed under customer experience management, social CRM, CEM, SCRM, survey
Dovetail Links 2009-09-25

Why Customer Service Needs To Be More Than Mere Lip Service....CRM Contracts, Negotiations, and the Hidden "Gotchas"....What Social CRM Means for the IT Department....You Say IT, Forrester Says BT: What's the Difference?...Join the Survey Panel: Customer Experience in a Social World....
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Permalink: Friday, September 25, 2009 12:27 PM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support, IT alignment, social CRM, BT, SCRM, business technology
Plenty of Customer Outrage Online, But Where's the Love?

There are plenty of online venues for customers to complain. There are sites like Complaints.com, Ripoff Report and TheSqueakyWheel that let consumers vent, rank and boycott all sorts of companies. Then there are company specific sites like AllStateInsuranceSucks, TimeWarnerSuxs and Sprint Really Sucks. But why are their so few sites devoted to customer kudos?

Sure, there's Yelp and foursquare for consumers to post recommendations and reviews. But neither of these sites are expressly dedicated to raves about customer service. If there's a I Hate Dell, why isn't there a I Love Dell? To be fair, there are individual blog posts and forum threads that do extol the virtues of companies like Dell....
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Permalink: Thursday, September 24, 2009 11:29 AM
Posted by Dovetail Software | 0 Comments
Filed under customer service, customer service & support, complaint sites
National Customer Service Week: What has Changed Since Last Year?

It's that time a year again, folks. National Customer Service Week (NCSW) is only 13 days away and it's time to take stock of what we've each accomplished since last year.

Even in this difficult climate, companies that commit themselves to the values and practices recommended by the Institute of Customer Service, the organization primarily behind NCSW, report rising profits. Research from the Institute, shows that, "companies with a reputation for service excellence and committed front-line staff have a 24% higher net profit margin than same-sector rivals who do not enjoy similar standing, and can achieve 71% more profit per employee. (For more information, see National Customer Service Week Sees Sales Surge.

Need more proof?
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Permalink: Monday, September 21, 2009 2:26 PM
Posted by Dovetail Software | 0 Comments
Filed under customer service & support, recession, increase revenue, National Customer Service Week
Dovetail Links 2009-09-21

Boost Customer Satisfaction, Now....In Bruising Times, Companies Use Secret Weapon: Customer Service....6 Steps to Influencing Customers and Building Trust....CRM in 2009: Personal, Social, Mobile, Adaptable....Gartner Outlines Five Technology Trends changing CRM Architectures....
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Permalink: Monday, September 21, 2009 12:45 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer service & support, trends, customer acquisition, customermer experience, growth
Dovetail Links 2009-09-14

Customer Respect Management: It's About Time....The Rise of the CRM Architect....Trying to Get Smarter about Business Intelligence....Looking for Loyalty?...CRM, Meet Your Future....
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Permalink: Monday, September 14, 2009 3:21 PM
Posted by Dovetail Software | 0 Comments
Filed under CRM, customer loyalty, customer experience management, BI, business intelligence, CEM, CRM architect
One Angry Customer Telling 20 Friends is Soooo 2003

Remember Dave Carroll, the Canadian singer from Did One Angry Customer Cost United Airlines $180M? When that post was written, Mr. Carroll's YouTube ditty, United Breaks Guitars had 3,515,357 views. One month later, and now over five million people know about Mr. Carroll's frustrating experience with United Airlines' customer service.

As mentioned in that original post, Mr Carroll is just getting started wreaking havoc upon United's reputation. As promised, he's posted a second video and a third one is on the way.

There's already been lots of MSM articles and blog posts that have announced that power has returned to the people, thanks to the Internet. And with the rise of the common man, most smart companies are not afraid of...
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Permalink: Wednesday, September 02, 2009 2:09 PM
Posted by Dovetail Software | 0 Comments
Filed under customer retention, United Airlines, Dave Carroll, upset customers, United Breaks Guitars

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September 2009 - Posts