The Internet provides opportunities for businesses to interact with customers in new ways. As innovations in social media appear, enterprises slowly adopt those same trends to offer alternatives for making the sale online. Some companies are attracting potential new clients through live video stream...
The Federal Reserve Bank has issued new rules that will take effect in 2010, radically changing the way credit card companies treat their customers. Essentially, they are strong protections that regulate interest rates and billing methodologies. For instance, card companies will be prohibited from ...
The economic downturn is top of mind for every organization. Pick up a newspaper or turn on the TV and it's hard to dismiss the facts: Recession looms and nobody knows when or how it will end. As a Research Director in the Customer Management Technology Group at the Aberdeen Group, I'm constantly ge...
I don't know about you, but I will be happy to write "The End" on the chapter we call 2008. Normally, at the end of a year I look back at some of my predictions from a year earlier and look for some indication that I was on track at least some of the time. This year is different. Who cares, really...
The number of diabetes patients and those with the potential for diabetes has grown substantially over the past decade and continues to expand. This trend creates a tremendous demand for innovative care solutions and service models. New service innovations will take advantage of the latest monitorin...
Have you ever answered one of those "how was our service?" questionnaires to let somebody know you weren't happy with the experience you'd had, and then never heard anything back from the business that asked? Or maybe this holiday season your boss asked where the staff wanted to go for the office pa...
Nearly five years ago, I wrote a white paper that resonated around the industry like a three-point shot clanging off the front of the rim as time expired. A "brick," in the vernacular of basketball; nonetheless, I view it as some of my finest work. The paper, "The New Garage," takes as its premise ...
Voice today is at center stage in the enterprise. Carrier Session Internet Protocol trunks, enterprise SIP trunks, converged IP networks, federating private branch exchanges, unified communications and communication-enabled applications are but a few of the many voice initiatives you'll find underwa...
SugarCRM has released Sugar 5.2, which packages some existing Web 2.0 features with new technologies. The company is also introducing Cloud Services -- a framework for developers to build links to third-party data sources such as LinkedIn or JigSaw. SugarCRM is no stranger to Web 2.0. It has made th...
Salesforce.com has announced its latest platform-to-platform integration -- this time with Google. Force.com for Google App Engine is a new set of tools and services that allows developers to build Web applications on App Engine that leverage the enterprise data that resides in Salesforce.com. "We b...
The holiday season has come to signify not only a time of celebration among family and friends -- it's also usually a period of joy for retailers. This year, however, the lagging economy threatens to dampen everyone's holiday spirit, and retailers who depend on a large holiday season sales boost sho...
Are cable "bundle" customers changing channels to wireless telecom services? A recent study by the CFI Group, which focuses on measuring customer satisfaction and CRM issues, indicates they are. That is, if they can. Some can't, either because the choice is unavailable, or they have signed the optio...
We can all read the news. Credit is frozen, or nearly so, and the federal government is laboring mightily to get credit flowing again. Unfortunately, here in the U.S. as well as in other places, like the UK, banks have become averse to doing business. The news reports I read say that after being too...
Cable company and customer satisfaction: The two terms are often considered antithetical. Through the years, these corporations have earned a reputation of being slow to respond to customer inquiries, inflexible and callous. Now as new competitors tread on their cash cow video services, will these p...
Microsoft CRM operations are in full swing, and bloggers are sharing tips and information. Update Rollup 1 for Microsoft Dynamics CRM 4.0 is now available. No, it's not a new release -- but as with anything Microsoft, the cyber-community is talking about implementation do's and don'ts. Microsoft is ...
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