CRM News: Customer Retention

The Forces Driving Financial Services to Sharpen CRM

Thursday - May 8, 2008

CDC Software calls itself a "customer-driven company," and its product line reflects this. They offer solutions that help companies "understand, attract and keep valuable customers," which, of course, is the goal of business -- or should be, anyway. CDC has made a number of acquisitions in the past several years, most notably CRM solutions provider Saratoga Systems in April 2007. I recently got a chance to speak with Jason Rushforth, global vice president of financial services for CDC Software, about the direction the company is headed in the future. [More...]

Confessions of a (Former) IT Scoundrel

Tuesday - May 6, 2008

Thinking of doing business with my company? You should proceed with caution. I've made mistakes, and some of my clients have suffered because of them. My 10-person firm sells popular business software and then provides services such as consulting, training, support and customizations. We have more than 500 clients. Most are happy, but some are not. The unhappy ones are not to blame. [More...]

Meltdown to Breakout: Financial Services Overhaul Customer Service

Sunday - May 4, 2008

Who would have thought the meltdown in financial services could fuel the overhaul of the industry's customer service departments? Actually, it's just one of several factors driving companies to put customer service initiatives on the fast track in pursuit of compelling business advantage. [More...]

The Shopping Cart Experience: Some E-Tailers Just Don't Get It

Friday - May 2, 2008

I am an unadulterated, unabashed shopper. I shop online and offline. I window shop, make lists of things I would like to buy, and am on intimate terms with the latest online retailers, from Amazon and Endless.com to Woot.com, eBay and beyond. The frustrations the typical e-commerce sites present when it comes to the checkout line are many, but easily rectifiable. [More...]

Consumers Give Sprint Nextel Failing Grade in Latest Survey

Friday - April 25, 2008

Despite recent efforts to address customer service issues, a new industry study has concluded that wireless consumers still aren't very satisfied with Sprint Nextel. The Overland Park, Kan., wireless company ranked last in overall customer satisfaction among major carriers in each of six regions included in the latest J.D. Power and Associates report, released Thursday. [More...]

Customer Service Contracts: Loyalty or Else

Thursday - April 24, 2008

If you've ever bought a cell phone, hired a company to monitor your alarm system, subscribed to satellite television or purchased other such services, you'll probably understand Sherri Boyter's frustration. The retired elementary school teacher in the spring switched to AT&T's U-Verse TV service after her contract with DirecTV expired in February. Of course, it wasn't that simple. [More...]

Creating an E-Mail Contact Strategy: Follow the Customer's Lead

Friday - April 11, 2008

As the director of consulting services for a company that makes e-mail marketing software, it probably doesn't surprise you that I'm constantly asked questions about e-mail marketing best practices. One of the most common questions I've been asked is, "What's the best e-mail contact strategy?" [More...]

The Care and Feeding of Your Online Reputation

Friday - April 11, 2008

Reviews on Web sites like Travelocity and Yahoo helped Scott Kentner choose the Breakers hotel over another locally owned hotel on Ocean Boulevard for his Myrtle Beach, S.C. getaway. Though the Breakers did not have the same amenities as the other hotel, reviewers raved about its customer service, said Kentner, of Crawfordsville, Ind. [More...]

Harnessing the Power of Cross-Channel Retail

Wednesday - April 9, 2008

Innovative retailers are breaking new ground through the use of cross-channel technologies. These companies are setting the stage for a new retail playing field where cross-channel techniques cannot be ignored. What exactly is cross-channel retail? Cross-channel retail is all about delivering a seamless customer experience across multiple sales channels. [More...]

Loyalty Perks Disappearing for Some Atlantic City Gamblers

Monday - April 7, 2008

While there may have been no such thing as a free lunch in the rest of the world, you could get one pretty easily in Atlantic City, N.J., for three decades, along with a roll of quarters, as long as you rode the bus to a casino. But now that the economic slowdown has hit casinos as well, the city's 11 gambling halls are split on how desirable it is to hand out free meals, hotel rooms or show tickets to gamblers. [More...]

Breaking Up With Your Bank Is Hard to Do

Monday - March 24, 2008

With their bank accounts tethered to online bill paying, automatic debits and direct deposits of paychecks, most consumers cringe at the thought of closing a bank account to move to another financial institution. "There is a lot of paperwork, and most consumers won't do it unless there is a good reason," said Kenneth H. Thomas, a Miami bank consultant. [More...]

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