For the eighth straight year, Amazon achieved the top position in ForeSee's survey of customer satisfaction during the holiday shopping season. Amazon maintained its No. 1 score of 88 out of 100 in the annual Holiday E-Retail Satisfaction Index. Amazon "continues to do a great job in providing custo...
In the beginning, there was Apple's iPad. For a long time, "tablet" meant the iPad and nothing but the iPad. Then competitors began to make an appearance in the tablet market. For CRM vendors, that state of affairs made developing mobile products and strategies much easier. Now, there are several ta...
Showrooming enabled by the proliferation of smartphones has become the bane of brick-and-mortar retailers. Basically, consumers waltz into a local Best Buy or similar big box store, find the product they are thinking of buying and check it out. So far, so good, from the retailer's perspective -- onl...
There's a great chase scene in Minority Report when Tom Cruise, having been identified as a future murderer, is making his escape through a futuristic mall. He's trying to keep a low profile. Unfortunately, the advertising billboards start crying out to him, vying for his attention and blowing his c...
One of my favorite Mark Twain quotes is, "History doesn't repeat itself, but it rhymes." I thought of it again last week when I read about the price war going on in the Infrastructure as a Service space. Larry Dignon made the clever observation that he paid more for electricity in January than it c...
Computer software requires an enormous amount of support. That fact has enriched companies such as Oracle and SAP, which levy annual support fees of about 20 percent of the sale prices of their applications. That's one of the things that just sticks in the craw of Clint Oram, chief technology office...
Zoho has rolled out a major update to its CRM app, completely redesigning the user interface and adding new social and productivity features. It is a massive overhaul, Zoho evangelist Raju Vegesna told CRM Buyer -- one the company plans to extend to other applications throughout its business suite o...
Shades of George W. Bush and Victoria's Secret all in one. We got fooled again last week by our own ineptitude and inability to learn from history when retailer Target's website crashed under the weight of a highly successful marketing campaign. The last time anything remotely similar happened was...
For more than 15 years -- since the dawn of the Internet, really -- display advertising has held promise, but it has often underperformed with boring, static banner ads whose value diminished greatly as consumers became trained to ignore them. Today, innovative technologies are pumping new life into...
Three key aspects of the resourcing paradigm will undergo a change with E2.0: resource geographic spread; team constitution; and skillsets required. With the availability of collaboration media and their ease of access, customer groups and IT support/delivery groups will operate out of their own loc...
The cheapest available resources no longer necessarily come from the business next door. Any product or service that can be outsourced is more than likely being offered in some other region of the world for a competitive price, and it's up to consumers to decide where to spend their dollars. This m...
Consumers are spending more time and money online today than ever before. They start and end their day checking email and popping onto social gaming and shopping sites. This often comes at the expense of other entertainment options like traditional television, film or even spending an evening out...
LiveOps is a cloud-based company that has two businesses. It began by providing call center outsourcing services through a network of more than 20,000 independent home-based agents, then began offering its contact center Platform as a Service. Monster.com describes LiveOps as the nation's largest do...
Ban
Regulate
Maintain status quo
Undecided
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https://www.crmbuyer.com/story/how-to-leverage-gen-ai-without-losing-the-corporate-shirt-179123.html
How To Leverage Gen AI Without Losing the Corporate Shirt
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https://www.crmbuyer.com/story/the-future-of-gen-ai-in-retail-balancing-human-factors-with-revenue-growth-177923.html
The Future of Gen AI in Retail: Balancing Human Factors With Revenue Growth
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https://www.crmbuyer.com/story/is-generative-ai-the-next-big-cx-thing-despite-its-risks-177049.html
Is Generative AI the Next Big CX Thing Despite Its Risks?
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https://www.crmbuyer.com/story/beyond-the-cart-ux-hits-and-misses-can-make-or-break-a-virtual-storefront-177960.html
Beyond the Cart: UX Hits and Misses Can Make or Break a Virtual Storefront
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https://www.crmbuyer.com/story/spectrio-digital-signage-gives-ai-assist-to-in-store-marketing-177957.html
Spectrio Digital Signage Gives AI Assist to In-Store Marketing
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https://www.crmbuyer.com/story/5-ways-retailers-can-sell-more-online-with-a-personal-touch-177854.html
5 Ways Retailers Can Sell More Online With a Personal Touch
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https://www.crmbuyer.com/story/a-new-era-of-customer-service-177218.html
A New Era of Customer Service
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https://www.crmbuyer.com/story/omnichannel-online-consumers-shift-to-mindful-shopping-practices-177915.html
Omnichannel, Online Consumers Shift to Mindful Shopping Practices
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https://www.crmbuyer.com/story/landing-intelligent-customer-service-177182.html
Landing Intelligent Customer Service
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