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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
February 7, 2011 |
Less Automation Needed to Elevate Satisfaction with the Wireless Customer Experience Satisfaction is much lower among customers who go through automated response systems than live agents, new J.D. Power & Associates research finds. |
CRM
April 2011
Leonard Klie |
Market Focus: Telecommunications--Rewards for Reliability New research from Accenture points to a growing market for loyalty programs among telephone and Internet service providers, and customers seem ready to let carriers shower them with rewards. |
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
May 2014
Robert Wollan |
Turning the Customer Experience Tide The risk and opportunity of promising seamless customer experiences. |
CRM
March 2011
Robert Wollan |
The Service Provider--Customer Paradox Fewer consumers are switching, but that doesn't mean they are happy. |
CRM
December 2012
Kelly Liyakasa |
Telecoms Grapple with Support Inequality Carriers struggle to offer effective service to all customers. |
CRM
May 2015
Robert Wollan |
Tapping the Switching Economy Three tips for keeping customers from straying. |
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 1, 2007
Coreen Bailor |
Winnowing Customer Care Woes Craft applications with touch-tone and speech-enabled IVRs based on customer needs. |
CRM
May 2012
Robert Wollan |
Knowing Your Customers in the Digital Age New technologies mean new challenges. |
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
June 1, 2005
Coreen Bailor |
Carrier Consolidation Continues Wireless carriers must nurture existing customers, not just focus on attracting new ones. |
The Motley Fool
August 24, 2007
Dave Mock |
China's Great Walled Garden Chinese wireless providers China Mobile and China Unicom have been methodically transforming their service offerings to follow in the footsteps of their American brethren. This trend reminds investors that the power in the mobile value chain resides with the carrier. |
InternetNews
August 27, 2010 |
FCC Needs More Wireless Market Data: GAO The Government Accountability Office's latest report advises the FCC seek out more information, particularly about competition and pricing, to better serve wireless consumers. |
BusinessWeek
October 6, 2003
Catherine Yang |
Commentary: Wireless: Answer the Call New FCC rules could really expand cell-phone use -- if carriers play it right. |
CRM
August 27, 2003
Martin Schneider |
You Can Take it With You The Local Number Portability Act could spark the highest churn rates in history. Now is the time to find new ways to lock in customer loyalty. |
InternetNews
October 26, 2007
David Needle |
Report: Buying Wireless Becoming More of a Hassle Sales staff and long waits aren't winning over wireless customers. |
InternetNews
March 24, 2004
Erin Joyce |
U.S. Carriers: 3G Has Caught Up Here In a rare gathering of executives of six wireless carriers, some agreement and lots of healthy jabs as providers say 3G will help boost their margins. |
Entrepreneur
December 2004
Mike Hogan |
Tall Order Cellular carriers have been busy improving call quality, but will it last? |
CRM
April 1, 2006
Coreen Bailor |
Market Focus: Telecommunications: Sharpen the Focus on Agent Training/Answering the Call Bring specialized agents into the mix to enhance service levels for wireless companies as CSRs work to understand new products and services. Poor customer care can quickly translate into lost business. |
InternetNews
November 23, 2004
Adam Stone |
Wireless LAN Outdoes Wired The money spent on wireless LANs outpaced that tied up in wired solutions for the first time this fall--but Wi-Fi spending still lags behind cellular/telecom wireless. |
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. |
PHONE+
December 30, 2009
Khali Henderson |
How Is the Agent Channel Organized? The indirect channel for communications network services has evolved somewhat differently than those for voice and data telephony gear. |
PHONE+
December 22, 2009 |
How Will the Communications Industry's Indirect Channel Be Transformed in the Next 10 Years? Telecom executives weigh in on what the future holds for the telecom industry. |
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
October 12, 2009
Mark Fleischmann |
Customers Like TV Services Better Satisfaction scores are up for telco, satellite, and cable providers. |
PC World
July 12, 2002
Tom Mainelli |
Do We Really Want the Wireless Web? Survey shows few current users and little interest, but service providers aim to change that. |
| PHONE+ |
PHONE+ Asks: How Will Carrier Consolidation Impact the Agent Channel? Several agents weigh in on this question. |
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. |
PC World
September 2001
Cameron Crouch |
Will Big Brother Track You by Cell Phone? The FCC requires cell phone companies to track you, in order to find you when you call 911 -- but what about your privacy? |
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
December 1, 2015
Oren Smilansky |
B2B Companies Are Struggling With CX, and It's Eating at Their Bottom Lines An Accenture study finds that business-facing companies are failing to deliver the experiences their customers expect. |
The Motley Fool
October 12, 2011
Alex Planes |
Could This Be the Beginning of a Spectrum War? Microsoft fires two warning salvos at mobile carriers. |
PC Magazine
November 16, 2005
Sebastian Rupley |
The Biggest Wi-Fi Cloud of All The largest wireless hot spot in the United States is rural Oregon. Wireless providers are hoping the trend doesn't spread. |
PC World
March 2001
Anne Kandra |
Consumer Watch: Cell Phones With No Strings Attached Save money on your wireless service plan... |
InternetNews
November 14, 2008
Judy Mottl |
Tough Economy Not Hurting Smartphone Sales Mobile phone users are increasingly happier with devices and willing to pay more for feature-rich handsets and data services, according to a new report. |
InternetNews
January 3, 2007
Erin Joyce |
Mobile's Decade of Managed Services ABI Research sees managed network in carriers' futures. |
CRM
March 2011
Koa Beck |
Customers Becoming Salespeople The rising power of consumers should put them at the forefront of social strategies |
PHONE+
December 22, 2009 |
How Will the Competitive Communications Environment Be Transformed in the Next 10 Years? Changes in technology will dramatically transform the competitive environment. |
PHONE+
Rebecca Rosen |
Asset Management: Maximizing Your Provider Partnerships Leveraging your carriers' resources to ease or accelerate success as an indirect sales agent. |
InternetNews
June 18, 2009
Kenneth Corbin |
Senate Panel Digs In on Wireless Exclusivity Deals Probe into wireless practices continues as lawmakers mull legislation, increased regulatory oversight of the industry. |
CRM
April 2014
Sarah Sluis |
The 4 Pillars of Responsible Customer Engagement Relevance, respect, credibility, and value are key to great experiences. |
The Motley Fool
September 5, 2007
Dave Mock |
Back to School: Generation Wireless Whether you're looking to invest in the company building the next best thing, or you want to grab one yourself, this is the time of year to see what's coming. |
InternetNews
September 12, 2008
Judy Mottl |
Wireless Data a Revenue Boost for Carriers A new survey of wireless industry growth reports steady, and somewhat astounding, leaps in subscriber base, revenue, cell site locations and even industry employee levels. |
CRM
November 2014
David Myron |
3 Tips for Social CRM Success Before diving headfirst into social media, it's important to lay the groundwork for success. |
Insurance & Technology
May 20, 2009
Katherine Burger |
News from 2009 ACORD LOMA Insurance System Forum: Agent Channel Still Dominates, But Online Gains Ground Accenture study of U.S. consumers hints at retention, loyalty challenges. |
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. |
The Motley Fool
March 7, 2008
Anand Chokkavelu |
Stock of the Week: Accenture A breakdown from a former employee, current fan. |
CIO
November 1, 2002
Christopher Lindquist |
Wireless War Zone? It's all happy-talk now, but wireless carriers and software vendors are headed for a showdown. |
