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March 2010
Ian Jacobs |
Combine and Conquer Consolidation can benefit customers and companies alike.   |
CRM
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
April 1, 2011
Scott Swope |
Social Media Interaction a Challenge for Web 2.0 Sites Too How companies can reap the benefits of social media. |
CRM
April 2013
Leonard Klie |
Should Your Company Abandon Phone Support? Why several Silicon Valley-area firms have done just that and are sticking with their decisions. |
CRM
June 7, 2013
David Lloyd |
Prepare for the Age of the Customer Advances in technology will help contact centers shine. |
CRM
September 2013
Leonard Klie |
Which Interaction Channels Are Most Popular? Interactive Voice Response (IVR) and email top the list, but online customer support gains ground. |
CRM
December 2015
Leonard Klie |
Social Media Is Now a Viable Support Channel Direct messaging, tighter security, and data integration add to social media's feasibility as a customer service platform |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
CRM
May 2005
Coreen Bailor |
Making a Clear Connection Integrating your multichannel operations can seem like a near-impossible feat, but it doesn't have to be. Follow these strategies to ease your integration process and maximize your multichannel potential. |
CRM
September 2010
Fluss & Rogers |
The Growth of Social Media in Customer Service While most of what's happening in social media is personal in nature, organizations are finding that it's important to listen carefully when they become the subject of discussion. |
CRM
July 2014
Barton Goldenberg |
Forging the Next CRM Frontier Integrated technologies hold great promise for the future of CRM. |
CRM
January 17, 2012
Judith Aquino |
Infor Launches New Marketing Suite Multichannel campaign management tools and analytics let marketers deliver comprehensive messages. |
CRM
October 2015
Leonard Klie |
On the Scene -- Customer Service Experience: Explore New Channels, but Invest Wisely Conference speakers urge companies to integrate channels for a seamless customer experience |
CRM
February 2014
Leonard Klie |
10 Social Customer Service Tips New channel interactions don't have to be complicated. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
July 8, 2013 |
New Survey Highlights the Growth of Web Self-Service Web and mobile apps are gaining ground on interactive voice response systems as the self-service channel of choice. |
CRM
August 1, 2009
Marshall Lager |
Channeling My Frustration Words, words, words. Why don't they mean what they used to? |
CRM
April 1, 2007
Collins et al. |
Satisfying a Double Standard How to capture the real self-service opportunity. Satisfying the double standard of attempting to drive customers to lower cost channels while improving the experience is the key to success. |
InternetNews
August 21, 2009 |
Facebook Pages Publish to Twitter With New Tool Promotional marketing on the top social networking site just got easier with a new tool that automatically publishes Facebook Pages content to Twitter. |
CRM
March 16, 2012
Eric Harber |
Four Ways Mobile Will Boost Your CRM Strategy Take your campaigns to the next level. |
CRM
October 2014
Barton Goldenberg |
The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival. |
CRM
July 18, 2012 |
Conversocial Analytics Platform to Focus on Customer Service Metrics New social media tool brings true customer service key performance indicators to Facebook and Twitter. |
Bank Systems & Technology
December 21, 2009
Melanie Rodier |
Banks To Increase Focus And Budgets On Online Banking in 2010 A new report from Aite Group reveals that executives will increase their budgets for online banking next year. |
CRM
July 2011
Paul Greenberg |
Never Underestimate the Power of Traditional Methods It's not the medium but, rather, how you use it to engage customers that counts. |
CRM
June 6, 2011
Leonard Klie |
Nuance Launches Complete Care Multichannel Solutions Nuance Complete Care engages consumers over the customer contact life cycle with integrated inbound and outbound customer care. |
AFP eWire
March 2, 2010 |
Social Media Builds Support, But Fundraising Lags Overall Respondents to a recent survey felt social media channels were generally effective for enhancing relations with an existing audience and reaching out to new supporters, but less so for raising money. |
CRM
October 26, 2012 |
Consumers Demand Service Through Social Media NM Incite's study found that nearly one in three social media users (30 percent) prefer to reach out to a brand for customer service through a social channel compared to the phone, marking a dramatic shift in how people expect customer service from the brands with which they engage. |
CRM
February 2014
David Myron |
Should You Offer Social Customer Support? More progressive companies are moving beyond the experimentation stage and incorporating solutions that enable them to listen, analyze, and respond to customers on social media. |
CRM
November 2013
Leonard Klie |
Customer Support: Keeping Up with the Digital Migration The phone is losing ground as a leading communication channel. Can you meet customers where they're going? |
CRM
April 10, 2015
Mike Hennessy |
The Downside of Automated Responses Responsibility and strategy are key to using this growing technology. |
Bank Technology News
February 2010
John Adams |
CU Pushes Twitter Banking Vantage Credit Union is among the first financial institutions to use Twitter to deliver services beyond very basic customer-service interaction. |
CRM
August 2014
Donna Fluss |
Buzzword Battle: Omnichannel Versus Multichannel When the contact center industry takes notice, we all win. |
Bank Technology News
May 2009
Rebecca Sausner |
Know Your Customers Means Knowing Your Social Media Facebook, Twitter, Linkedin and the next social media platforms sure to emerge present pressing questions for retail banks: Should we be there? |
CRM
June 2012
David Myron |
Take a Healthy Approach to Social Media Social media is emerging as a viable forum for sales, marketing, and customer service professionals to connect with customers. But be careful not to treat it as "just another service channel." |
CRM
November 9, 2012
Ravi Vijayaraghavan |
Applying Data Analytics to Customer Interactions A three-part framework for making data work for your business. |
Bank Systems & Technology
November 1, 2006
Nancy Feig |
Integrating the Channels Financial institutions are juggling numerous channels and the multitude of ways in which they touch customers. Many banks are actively looking to integrate those delivery channels more strategically. |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
CRM
May 2008
Barton Goldenberg |
Is Your Contact Center Built for Multichannel Customers? The boom in self-service doesn't mean your agents are off the hook. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
CRM
December 11, 2010
Gib Bassett |
The Marriage of Mobile and Multichannel Marketing Mobile's central role in the coming cross-channel revolution. |
CRM
June 29, 2012
Shamez S. Dharamsi |
Multichannel Predictive Analytics Uncover data patterns to unlock revenue. The most successful organizations integrate data analytics with the aggregated business acumen of their marketing executives to drive strategic marketing decisions. |
CRM
June 2011
Koa Beck |
Socially Graceful CRM? Why the old rules of etiquette no longer apply |
Bank Systems & Technology
November 3, 2009
Maria Bruno-Britz |
In Channel Projects, Banks Look for Simpler Solutions The new economic conditions are dictating smarter use of resources among banks as they enhance their channels. |
CRM
June 2011
Donna Fluss |
Use Social Media Proactively Leveraging sites like Facebook and Twitter is critical |
Search Engine Watch
December 13, 2010
Nathan Linnell |
It's Time for True Social Media Analytics A social media analytics tool that brings together data from Facebook, YouTube, Twitter, social media monitoring, analytics, and advertising has the potential to drastically alter how we analyze and evaluate our social media efforts. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
October 13, 2015
Oren Smilansky |
Sparkcentral Launches Secure Authentication for Social Customer Support Message encryption functions aim to facilitate trusted service interactions on Twitter and Facebook. |
CRM
August 19, 2010
Allison Marr |
The Social Smorgasbord Leverage consumer networks - but avoid the sin of data gluttony. |
InternetNews
March 4, 2011
Paul Shread |
Salesforce Friends Facebook for Call Centers The SaaS giant adds support for Facebook to its Service Cloud 3 call center. |
