Email Alerts
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RightNow to acquire natural language search firm
Q-go will bring intent-based results to the RightNow CX platform to improve online customer service and conversion rates. News | 19 Jan 2011
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Rapid adoption of social service overlooks critical infrastructure
Customer service via social channels is seeing rapid adoption, but it still requires the underlying processes of traditional channels. John Ragsdale offers some data on social service adoption as well as some advice in his column. Column | 13 Jan 2011
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CRM expert predictions for 2011
SearchCRM.com experts forecast what's in store for 2011 and the evolution of social CRM, mobile and the customer experience is something they can agree on. News | 03 Jan 2011
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Customer service in 2011 driven by adoption of cloud, communities and mobility
John Ragsdale offers up his predictions for the customer service technology market in 2011 -- and the driving forces behind them. Column | 16 Dec 2010
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Integration between KM tools and CRM leads to happier customers
Enterprises need to do a better job of integrating KM tools with CRM systems, according to IT industry experts and attendees of KMWorld 2010. News | 29 Nov 2010
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Service and support technology adoption and spending: The 2010-11 outlook
Customer service organizations are ready to spend once again. The TSIA's John Ragsdale outlines some of the data and reasoning in his monthly column. Column | 15 Nov 2010
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Is there a backlash brewing toward social CRM in customer service?
Some analysts and industry observers are advocating some healthy skepticism about the transformative powers of social CRM in customer service. Blog | 04 Nov 2010
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Customer service excellence reaches the bottom line
Some recent survey results show an investment in the customer experience can pay off. Blog | 15 Oct 2010
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2010's hottest customer service technology trends
In his debut column for SearchCRM.com, the TSIA's John Ragsdale outlines the top four trends in customer service technology he's seeing from TSIA members. Column | 12 Oct 2010
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Enterprise Feedback Management – Special Report
There are more ways to survey and listen to customers than ever but organizations must approach it carefully. This special report offers real world examples, pitfalls and best practices for EFM. News | 15 Sep 2010