Forget about both of them--a new study finds that for real customer service, companies will need to cover all channels across the enterprise.
CRM Featured News,
Posted 29 May 2007
Poor treatment or lack of branches or ATMs when they move are some reasons why bank customers switch banks; consider boosting loyalty by offering and promoting sticky services, one analyst says.
CRM Featured News,
Posted 29 May 2007
Despite a strong market with several options, small businesses are still warming up to the idea of online personal productivity software.
CRM Featured News,
Posted 25 May 2007
A recent study shows that contact centers in all industries have similar goals and needs; teleservices is beating the pack in terms of low call abandonment.
CRM Featured News,
Posted 24 May 2007
The on-demand provider releases an end-to-end mobile suite solution with several partners; it matches market demand, according to one industry analyst.
CRM Featured News,
Posted 24 May 2007
This form of mobile marketing can be effective when customers can opt in and messages are relevant; avoid slamming the customer with too many alerts to avoid consumer frustration.
CRM Featured News,
Posted 23 May 2007
The market is expected to grow as enterprises seek to consolidate the vast amounts of unstructured data in word processing, spreadsheets, and other formats, according to a report.
CRM Featured News,
Posted 23 May 2007
Virt2go wants to virtualize the sales force by offloading the heavy lifting to Web presentations; analysts think it might be part of the future of sales.
CRM Featured News,
Posted 23 May 2007
Executives at high tech companies tend to have a more positive perception of the customer service experience they deliver than what their customers actually experience.
CRM Featured News,
Posted 22 May 2007
The company, in keeping with its "No Software" motto, announces its plan to offer service-oriented architecture on demand.
CRM Featured News,
Posted 21 May 2007
Consona releases new versions of its acquired CRM and knowledge management properties, and adds some marketing automation from Norway.
CRM Featured News,
Posted 21 May 2007
Different licensing models have left customers confused and vendors squabbling over the definition of open source.
CRM Featured News,
Posted 18 May 2007
Magic Quadrant '07: This year's North American CRM service provider quadrant reveals Accenture and IBM GBS as the strongest implementation partners.
CRM Featured News,
Posted 17 May 2007
Although overall customer satisfaction is high, several companies are lagging; the airline industry is among the sectors continuing to struggle.
CRM Featured News,
Posted 17 May 2007
SAPPHIRE '07 International: The company acquires Finland's Wicom Communications; expect to see more large CRM firms buying contact center companies down the pike, according to one analyst.
CRM Featured News,
Posted 16 May 2007
The vendor announces an improved, expanded version of its popular SalesLogix midmarket suite (and an analytics and reporting package) at its Insights convention.
CRM Featured News,
Posted 16 May 2007
The company's annual partner and customer convention kicks off with talk of the future, growing from recently announced structural shifts.
CRM Featured News,
Posted 15 May 2007
Business & Decision Group announces plans to acquire Inforte at a 33 percent price premium, spelling big wins for Inforte shareholders and a broader U.S. presence for Business & Decision.
CRM Featured News,
Posted 15 May 2007
Jive Software enters the Web 2.0 world with Clearspace X, a solution that helps companies develop public communities for consumers, tightening the relationship between company and customer.
CRM Featured News,
Posted 14 May 2007
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