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May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying.   |
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October 2015
Robert Wollan |
Become a Multispeed Organization In today's landscape, you need to find the right mix of traditional and digital |
CRM
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections. |
CRM
February 16, 2011
Koa Beck |
Study Finds Lower Churn Despite Decreasing Satisfaction Customers expect more from service providers with expectations being set high by one particular channel. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
Home Theater
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
CRM
May 2012
Robert Wollan |
Knowing Your Customers in the Digital Age New technologies mean new challenges. |
CRM
July 27, 2011
Leonard Klie |
Health Insurers Need to Improve Customer Relationships to Compete Accenture survey finds 80 percent of consumers expect healthcare insurance customer services to be easier and more convenient. |
CRM
August 2011
Chan & Hernandez |
CRM Analytics: Shifting the Balance What's relevant to customers and sustainable for businesses? |
Fast Company
Jul/Aug 2013
Joe DeLessio |
Breaking Down The Cost Of Watching Live Sports On Cable In a DVR world, sports is about the only stuff regularly watched live -- which allows sports networks to demand increasingly higher fees from cable providers. |
InternetNews
January 29, 2004
Ron Miller |
Broadband Poised for Takeoff The U.S. broadband market is set to double by 2008, according to a new Jupiter Research report. |
CRM
July 25, 2013 |
IBM Releases Digital Experience Software The app makes it easier to create and track digital marketing materials. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
May 16, 2014
Woody Driggs |
Six Takeaways for Marketing Executives Building a differentiated customer experience is a baseline requirement of success. |
CRM
September 2010
David Rich |
Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge. |
CRM
October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
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 |
U.S. Banker
May 2011
Alexander Hesse |
Moving Beyond the Digital Stone Age Despite the fact that the online channel is more than a decade old, most retail financial services companies have yet to make full use of its potential. |
Managed Care
July 2000 |
Changing physicians: Why they do it More than 1 in 8 people changed their personal physician or other primary provider of health care last year. For people enrolled in HMOs, quality of care -- not something related to coverage -- was the number one impetus for switching providers. |
CRM
David Myron |
The Unified Omnichannel Enterprise Is No Longer a Pipe Dream For a truly unified omnichannel environment to exist, a company must connect all of its interaction channels so a customer can traverse them without losing any data. |
CRM
March 27, 2015
Pam Plyler |
5 Steps to Improving Your Social Customer Service Combating social media challenges is a must for doing business with today's consumers. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
July 2011
Leonard Klie |
Just the Facts? Not Really Many firms use analytics data inconsistently and rely on personal experiences when engaging customers. |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM
February 2012
Robert Wollan |
CMOs in a Changing Marketplace Strategies for success in today's -- and tomorrow's -- business landscape. |
Home Theater
March 24, 2008 |
Satellite Providers Can Ax Local HD Local stations suffered a setback in the transition to digital television last week when the Federal Communications Commission ruled that satellite providers needn't carry local signals in HD till 2013. |
CRM
January 2013
Woody Driggs |
Add Customer Satisfaction Through Analytics Companies need to improve customer value to boost profitable growth, gain insights into customers' profitability and lifetime value, and monitor customer behavior across multiple channels and social media |
CRM
August 20, 2015 |
Accenture Launches Advanced Analytics for Telcos New analytics applications help telecommunications services providers plan for call volume, network incidents, pricing, revenue, and IT governance. |
CRM
March 9, 2012
Scott Kolman |
The Future of Customer Contact What smart devices mean for the call center industry. |
Bank Systems & Technology
January 31, 2006
Robert Wollan |
CIOs and the Battle for Consumers To win over customers, banks must understand the kinds of services customers demand. |
CRM
January 2010
David Rich |
The Ledge of Allegiance What history - and a survey of current behavior - can teach us about the threat to customer loyalty. |
The Motley Fool
January 5, 2010
Eric Jhonsa |
Is Cable's Business Model Kaput? After the Fox-Time Warner dispute, consumers and service providers alike have reasons to support change. |
CRM
October 2014
Barton Goldenberg |
The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival. |
PHONE+
November 30, 2009
Drew Allgeier |
Collaborating Within the Channel When the going gets tough, the telecom and networking industries and their channel partners get collaborative. |
Home Theater
January 25, 2010
Mark Fleischmann |
Cable Sports Loophole Closed FCC votes to prevent video providers from withholding local sports. |
CRM
November 1, 2006 |
Statistically Speaking 47% of the 1,000 U.S. consumers Accenture surveyed have stopped doing business with a company within the past year... RFID software and services revenue is expected to be $3.1 billion in 2007... etc. |
CRM
September 2015
Leonard Klie |
EBay Finds a NICE Way to Save NICE Systems' Interaction Analytics helps eBay Enterprise dramatically cut average handling times |
Investment Advisor
April 2007
Marlene Y. Satter |
Keep Them Satisfied Financial advisors know that clients' feelings about money can have a dramatic effect on the financial plans that have been crafted so carefully for them. Their attitudes on insurance providers can also play a role. |
CRM
February 2010
David Rich |
The World Is Their Oyster Give customers an opportunity to play an active role in customizing their customer service. |
CRM
March 21, 2014
Scott Hirsch |
Customer Communities: The Centerpiece of CXM Six steps for offering engaging experiences. |
CRM
January 4, 2013
Don Hughes |
A Look Under the Loyalty Hood Deliver the engagement process consumers seek. Loyalty providers who fail to keep their programs' technology first-rate risk losing their most important asset: their customers. |
CRM
August 19, 2011
Saurabh Mittal |
Six Myths of Social Media Understanding the evolving customer service social landscape. |
CRM
May 2010
David Rich |
The New Behavior of the Social Customer By integrating social CRM and customer strategy, you can improve your market position with better services, lower operating costs, and higher performance. |
Home Theater
November 24, 2003 |
NBC - Digital Expansion? The television network is considering its options in the digital broadcasting game, including five new digital channels and video-on-demand. |
Search Engine Watch
March 24, 2011
Nathan Linnell |
Social Media and Search Synergy in the Purchase Decision Process Are your search and social media efforts integrated? Results of a recent study offer insights that could alter your current search and social media strategies. |
CRM
July 2014
Leonard Klie |
The 4 Key Customer Service Omnichannel Considerations Contact centers have deployed new technologies in silos; integration is difficult but not impossible. |
CRM
September 12, 2013 |
IBM Customer Experience Lab Reveals New Products IBM's innovations center on mobile, social, cloud, and big data initiatives. |
CRM
April 1, 2007
Colin Beasty |
Market Focus: Telecommunications: The Name of the Game: Personalization Telecommunications companies have unparalleled access to their customers. Will this pave the way to a new era of personalized content? |
PHONE+
April 13, 2010
Frank J. Ohlhorst |
Hosted PBX Providers Can Lead the Way to Profits The number of hosted PBX providers is growing exponentially, creating a threat to solution providers that sell and service traditional premise based IP PBX products. |
