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CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying.   |
CRM
February 2014
Robert Wollan |
Surviving and Thriving in a Switching Economy The $1.3 trillion "switching economy" is comprised of dissatisfied customers who are continually looking for new providers that can better address their changing needs. Here are five tips for retaining customers. |
CRM
October 2015
Robert Wollan |
Become a Multispeed Organization In today's landscape, you need to find the right mix of traditional and digital |
CRM
April 2015
Leonard Klie |
The Switching Economy Hits Home Poor customer service accounts for most company defections. |
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 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. |
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. |
CRM
October 2014
Barton Goldenberg |
The True Price of Channel Optimization Why meeting your customers where they prefer is key to your business survival. |
Insurance & Technology
May 26, 2010
Anthony O'Donnell |
Carriers Shifting Distribution Dollars To Mobile, Accenture Research Finds Insurers are planning to invest on average $84 million on strategic distribution improvements over the next three years according to a survey of 125 insurers globally. |
CRM
December 2013
Leonard Klie |
Overcome Multichannel Customer Service Challenges Effective strategies start with talking to customers. |
CRM
September 2015
Oren Smilansky |
Brands Must Improve Customer Experience in E-Commerce Customers expect excellent experiences, even during transactions |
CRM
June 17, 2011
Godard Abel |
Fixing the Disconnect Between Sales and the Enterprise Critical success factors and best practices to increase productivity. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
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. |
Home Theater
April 23, 2010
Mark Fleischmann |
Satellite HD and 3D Channels Grow Both DirecTV and Dish Network beef up their high-def content. |
CRM
November 2012
Leonard Klie |
Cross-Channel Design Can Be Transformational Companies today must deliver cohesive experiences across multiple touchpoints. |
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. |
Bank Systems & Technology
February 1, 2007
Ashwin Goyal |
Breaking Down Channel Silos While siloed systems are nothing new to most banks, increasing pressure to provide a consistent customer experience across all channels is forcing banks to consolidate their applications infrastructure and integrate previously siloed channels. |
CRM
November 15, 2004
Coreen Bailor |
Integration Aids Channel Management Creating true ties with partners helps to optimize sales results. |
CRM
July 12, 2013
Duke Chung |
Made-to-Order Customer Experiences Why customer service will -- and should -- never be the same. |
The Motley Fool
November 22, 2004
Rich Smith |
FCC: Friend to Cable Companies Commissioner Powell and friends side against "a la carte" cable service. |
CRM
December 14, 2015
Sam Del Rowe |
GI Insight Study Finds Omnichannel Approaches Are Falling Short Research indicates that though consumers use multiple channels in their shopping journeys, companies are not successfully implementing omnichannel marketing strategies. |
Home Theater
April 26, 2007 |
TWC Axes Analog Time Warner Cable's Staten Island Project will provide 100 new channels of HDTV to the southernmost borough of New York City. |
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
February 2008
Barton Goldenberg |
Multiplicity Means More Customers want it. Technology allows it. The Digital Client demands it. So why have so few companies mastered multichannel CRM? |
CRM
September 2010
David Rich |
Marketing on a Leash Tight budgets and heightened expectations combine to pose a challenge. |
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
December 2012
Leonard Klie |
Piecing Together Multichannel Support Cross-channel support starts with connecting the right channels. |
CRM
October 11, 2013
Kathy Juve |
Three Tips for Surpassing Customer Expectations Turn connected customers into brand advocates. |
CRM
August 2014
Leonard Klie |
Brands Deliver Inconsistent Engagements The phone still outperforms other channels for customer service. |
CRM
February 10, 2012
Sean Canning |
The Case for Multichannel Customer Management Why enterprises that fail to adapt will be left behind. |
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. |
The Motley Fool
March 29, 2004
Rich Smith |
Changing the Channel on Cable The U.S. Senate wants cable to offer channels a la carte. |
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
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
February 2010
David Rich |
The World Is Their Oyster Give customers an opportunity to play an active role in customizing their customer service. |
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
August 19, 2011
McNally & Walheim |
Call Centers Support Insurance in Multichannel Environment Customer experience continues to be a key differentiator in insurance |
CRM
January 2012
Leonard Klie |
Customer Service Is a Complex Ecosystem As more communication channels become available, running contact centers has become increasingly complex. |
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
September 2015
Leonard Klie |
It Takes More than Coupons to Settle Complaints Consumers want more than compensation when things go wrong |
CRM
November 2014
Robert Wollan |
Is Social Media Still Just Hype? When used wisely, this channel can be a B2C gold mine. |
Bank Systems & Technology
February 1, 2007
Kere Lewis |
Banks to Explore Channel Optimization In 2007, many banks will explore channel optimization and the alignment of products and services with sales and service delivery channels to balance a positive customer experience with the need to better control costs. |
Home Theater
May 3, 2007 |
Motorola to Show Dual Cable Box Looking for a smoother way to switch between cable and broadcast channels? Next week Motorola will demo a dual-function cable box that also receives off-the-air channels. |
CRM
May 11, 2015
John Tomich |
Three Quick Ways to Start Speaking Omnichannel Now Your customers are already fluent, so it's time you begin using the new language of digital commerce. |
CRM
March 2015
R "Ray" Wang |
7 Lessons to Learn in the Digital Shift Focus on relevancy to build loyalty and authenticity. |
CRM
November 18, 2011 |
LiveOps Integrates Twitter with the Cloud Contact Center Social media connectivity highlights the latest additions to the company's cloud-based platform. |
Bank Systems & Technology
August 24, 2006
Phil Britt |
Living in a Multichannel World As banks decide how to allocate approximately $6.5 billion in investments on retail channels this year, they would be wise to look at how customers use those channels, according to Karen Massey, senior research analyst for Financial Insight. |
CRM
August 2015
Robert Wollan |
Get Customer-Centric -- Don't Just Say You Are If you're not striving to understand today's nonstop customer, you might be wasting money |
Fast Company
Pavithra Mohan |
Slack Adds Group Direct Messages And Tweaks Its Sidebar If your work team uses the messaging app Slack, you might find that the interface looks a bit different this morning. |
