Customers

Microsoft Dynamics CRM provides customers with a complete customer service solution, including marketing, service automation and sales capabilities. Microsoft currently offers Microsoft Dynamics CRM 4.0 as either an on-premise option or a partner-hosted version; Microsoft Dynamics CRM Online is a ve...

Companies spend a lot of money to drive traffic to their websites. Reactive live chat implementations, while highly beneficial, are similar to search engine optimization -- "the more impressions, the better." However, placing a live chat button on your website will not generate more traffic to your...

NetSuite CRM+ is a customer relationship management tool that provides users with more than just standard customer service functionality. NetSuite's system gives users the capability to run their entire business by providing a single view of the customer. "NetSuite provides a complete business manag...

It's always fun to see the flood of articles this time of year about the holidays. "Is Your CRM Ready for Christmas?" the headlines knowingly ask. "Are You Facing a Christmas E-Commerce Customer Experience Crisis?" "The Holidays: Will You Survive? Will Your Family Survive?" OK, I stole that last one...

Salesforce.com's Service Cloud 2, a Web-based platform designed to help companies handle their customer service needs, includes integration with Salesforce Chatter, the service provider's new real-time collaboration tool. "Service Cloud is the fasting-growing product offering," said Fergus Griffin, ...

In life and in business, the old saying "you never get a second chance to make a first impression" fundamentally could apply to everything -- except when it comes to display advertising. Remarketing has disproved that old adage time and time again by affording just that: a second chance to reinforc...

Apparently years of complaints by consumers about long wait periods for service providers have gone unheeded: The standard three-to-five hour appointment period for in-home visits by cable companies, utilities and repairpersons is still very much in force, a new survey found. The 2010 In-Home Servic...

Developing good relationships with your customers pays off when all is going well -- but it can also pay big dividends when things go very wrong. In fact, as a recent case illustrates, those relationships nurtured through CRM can set the tone for your corrections and preserve your business. The busi...

Cisco on Wednesday announced two products and a rich media capture platform to extend its contact center capabilities. One product is SocialMiner, software that lets companies search the Web for relevant material. The other product is Cisco Finesse, a Web 2.0 collaboration desktop for customer care ...

A lot of information is coming together this quarter that begins to put a new spin on social CRM. While we've all been busy getting networked in our personal lives and professionally, a huge mountain of data has been accumulating that will make our work in social technology more valuable. Last week...

Online consumers are more demanding than ever. They have little, if any, tolerance for website issues, poor site design or longer-than-necessary processes. For organizations with e-commerce channels, this leaves little margin for error. In fact, research indicates that when saddled with an unsatisfy...

Based on the findings of the Competitive Framework and interviews with end-users, Aberdeen's analysis of the Best-in-Class demonstrates that the success of the contact center strategy depends on a combination of specific capabilities and technology enablers. Aberdeen's research has identified sever...

RightNow Technologies certainly has come a long way in the last 10 years, and the company used its industry influencers day in Colorado Springs this week to remind us. I saw the day as a marker of a turning point in the company's development, a time when it said to the world, "The first phase of lif...

I was eating dinner at my favorite Japanese restaurant last night, and I was nearing the end of my meal when the waitress came to the table and presented two beautiful pieces of maguro, or tuna sashimi. When I said I hadn't ordered it, the sushi chef leaned over the counter. "No -- you did not order...

For years, Verizon Wireless has fielded complaints from customers about mistaken data charges. This Sunday, the carrier announced it was providing a rebate totaling $90 million to be distributed to the estimated 15 million customers hit by these charges. Most of the customers reportedly were clip...