Customers

Fast, easy and accurate -- ask any consumer to describe good customer service and that is the likely response you'll receive. Traditionally, people have reached out to call centers, confident that a well-trained customer service representative would have the knowledge to fill in the blanks. But movi...

The ire exhibited by consumers in the wake of Bank of America's recent announcement that it would impose a $5 monthly fee for using debit cards for retail purchases does not seem to have been a momentary flash -- at least, not based on findings in a survey by The Research Intelligence Group. Thirty ...

Oracle has scooped up RightNow Technologies for a reported $1.5 billion. The acquisition price is a hefty 20 percent premium over RightNow's closing price last week. The acquisition fills a missing gap in Oracle's cloud-based CRM functionality. The deal also provides an excellent exit strategy for ...

Predixion Software has introduced Predixion Insight 2.0, the latest version of its collaborative predictive analytics solution. The new release includes enterprise collaboration features, interactive visualizations and automated workflow capabilities, as well as an on-premises version of its predict...

A woman in Florida was floored recently by a T-Mobile cellphone bill that reportedly totaled nearly a quarter of a million dollars. After intervention on the part of a local TV station's news department, though, the carrier slashed Celina Aarons' bill from $200,000 down to $2,500. The charges were i...

As customers become more digital, social and mobile, SMBs have significant opportunity to improve customer satisfaction and loyalty through a differentiated customer experience, just like their enterprise competitors. However, those who are unwilling to invest in solutions that embrace the needs of ...

Facebook, check. Twitter, check. RSS feeds, absolutely. Mobile, heck yes. In short, email marketing and marketing automation vendor Silverpop has been steadily adding the social and mobile channels to its range of offerings. Now it is pulling the "check-in" channel into the mix with its acquisition ...