Showing page 1 of 24 (235 total posts)
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There is an ongoing debate within the Support & Service industry as to why more CS&S issues aren't handled by means other than live agents. There are those who say that vendors haven't created the right solutions for customers to implement. There are others who claim that customers like to talk to live people, not machines. When I say ...
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Scott Hornstein, co-author of the book Opt-In Marketing, recently penned A Novel Concept: What Do Customers Think of Customer Service? for Sales and Marketing Management and his column does indeed raise a somewhat novel concept. That is, he conducted a Q&A with the most important people in business, the customers to find out what they really ...
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Why do I say this? Because I constantly see what the CRM media focuses on and how the executives within companies treat their customer service and support organizations. It is a sad commentary about how the CRM media treats what is still the largest segment (according to Gartner) of CRM – Customer Service & Support (CSS). And if the media, and ...
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What’s Your Customer Strategy?
''According to Gartner managing vice president Scott Nelson, companies
need to select one primary strategy and stick with it. Sure, you may
cut costs while deepening customer relationships, but ultimately, if
building relationships is your primary aim, it will take you down a
different path of strategy, ...
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Customer Experience Management: Rx for the Top and Bottom Lines
''CEOs across companies and industries have become focused in 2008 on
the critical role that customer experience plays in keeping their
companies competitive and driving profitability. These same CEOs are
challenging their CMOs to move beyond CRM (a transactional, ...
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CRM and the Enterprise 2.0 Challenge
''What is the potential opportunity for Web 2.0 technologies in the enterprise space? A whopping US$4.6 billion by 2013, according to a tally Forrester Research arrives at in a report released earlier this year. Spending on Web-based enterprise technologies, including social networking, RSS (really simple ...
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In canvassing the Dovetail and Clarify community on their needs and wishes, one area that continually comes up is a better search capability. Users fall into two camps. The first group has muddled through using Fulcrum or Hummingbird, and is extremely frustrated by its limitations and complexity. The second group attempted to use Fulcrum or ...
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Good news (sort of) this week for customer service and support. The American Customer Satisfaction Index (ACSI) issued a release that touted ''Customer Satisfaction Halts Slide, Glimmer of Hope for the Economy?'' (download PDF).
For the first time in a year, the index rose by .04%, with high end
hotels out-performing their budget competitors and ...
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