Email Alerts
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Health care reform catalyst for customer service improvements
Although many don’t immediately think of CRM and health care together, recent U.S. legislative changes to health care standards are causing organizations to think of patients as customers. Column | 10 May 2012
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Mobile CRM apps aim to connect smartphones, contact centers
Customers won’t start from scratch with new mobile app “bridge” programs that transfer their information to contact centers. News | 03 May 2012
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IBM’s plans are in Tealeaf with purchase of CEM analytics firm
IBM is strengthening its CRM footing with the acquisition of Tealeaf Technology. News | 02 May 2012
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E-commerce, social media driving CRM, experts say
E-commerce will keep growing, forcing companies to improve their CRM systems and break down silos between the two, analysts predict. News | 23 Apr 2012
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Loyalty programs good, observers say, but customer service must lead
With many companies turning to loyalty programs to lure new customers and retain existing ones, experts note that the best programs are built on a solid customer service foundation. News | 29 Mar 2012
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Internal social CRM strategies, personality seen as building brand awareness
Social CRM is still about business strategy and customer satisfaction, but the social part brings a whole new element to traditional CRM. News | 29 Mar 2012
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Cross-channel communication CEM support: A work in progress
Industry experts say companies need to step up plans for cross-channel customer service or risk damaging customer experience management strategies. News | 29 Mar 2012
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Technology-empowered agents create a positive customer experience
Providing customer service agents with knowledge and technology improves the overall customer experience, according to industry experts. News | 29 Mar 2012
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Retailer personalizes its service with mobile CRM
Harry Rosen, a high-end clothing retailer, won a Gartner’s CRM award for the way it uses mobile CRM in its stores, running CRM on smartphones and tablets. News | 28 Mar 2012
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Transparency, honesty sweeten customer experiences, Gartner says
Highly personalized relationships with customers were recommended by Gartner at the research group’s annual Customer 360 Summit. News | 22 Mar 2012