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.
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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.
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Saturday - May 3, 2008
Teller-line capture. Customer relationship management software. Real-time alerts. Threat detection and recovery, branch automation, in all its flavors, is here to stay, and community bankers are increasingly embracing it. Atlantic Southern Bank, decided to automate the way it reviewed its financial numbers by signing on with Banker's Dashboard. The results were immediate.
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Friday - May 2, 2008
The Federal Reserve and other regulators are moving Friday to crack down on "unfair and deceptive" practices in the credit card industry that have added billions in debt to people already struggling to cope with the economic downturn. It is the most far-reaching crackdown on the credit industry in decades.
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Thursday - May 1, 2008
Pharmaceutical companies manage large quantities of content about their product lines. However, unlike other industries, the challenge of managing this information is exacerbated by regulatory and compliance demands and the need to manage information from multiple "touch points" across a diverse customer base including patients, healthcare providers and others.
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Sunday - April 20, 2008
When it comes to customer service, young consumers often get no respect. Despite the millions of dollars being spent by electronics chains, cell phone companies and other retailers to attract the youth market, I have a pretty strong sense from personal observation that kids often are treated as second-class shoppers. Want proof? Here are two recent experiences involving my own children.
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Friday - April 18, 2008
It's practically a sport in Detroit to complain about Northwest Airlines. But compared with Northwest, what's the customer experience on Delta, which will become Detroit's main air carrier if the merger between the two is approved? "The only two bonuses I see are snacks on long flights when you're in coach and Coke products instead of Pepsi," said Lisa Gilpin of Berkley, Mich., who flies both airlines.
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Friday - April 18, 2008
A new fashion shopping site from Florida boutique La Ti Da is banking on personalized service to set it apart. Visitors to ShopLaTiDa.com, based in Boca Raton, are invited to complete an online profile including profession, style sense, body measurements, preferred designers and areas of shopping where they might need assistance.
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Thursday - April 17, 2008
In an acknowledgment of the frustrating experience flying can be, the government Wednesday unveiled new rules doubling the amount of money airlines must pay passengers who are bumped from their flights. But there are so many bigger complaints about airline travel today that few travel experts seemed awed by the U.S. Department of Transportation's new bump rules.
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Thursday - April 17, 2008
Social Security numbers, pharmacy records and other personal health data from about 130,000 people covered by health insurance giant Wellpoint were left open for possible breach on the Internet, the health insurance giant confirmed Tuesday. Wellpoint said it is not aware of any identity theft related to the problem.
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Wednesday - April 16, 2008
Passengers who get bumped off overbooked flights will soon be eligible to receive twice as much compensation from U.S. airlines. Travelers forced onto another flight that takes them to their domestic destination more than two hours after their original arrival time will be paid the full price of their fare up to $800.
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