In the ultimate game of bait-and-switch, several Web sites try to pass off a bot as a bod. That is to say that Live Chat is offered to users, but there's no flesh-and-blood person on the line, there's only a chat bot making a robotic guess at what the user might want to know. Few are fooled by the s...
The most common and least understood marketing barrier facing outsourcing service providers is the absence of a strong brand. Most brands associated with IT and IT-enabled services companies are chosen on the basis of criteria relevant to where outsourcing firms are based, rather than where they int...
The newly released American Customer Satisfaction Index provides fresh data illustrating consumers' growing love affair with e-commerce. The e-commerce industry registered a score of 80 on ACSI's 100-point scale -- less than a percentage point away from its all-time high score of 80.8 in 2003, accor...
On-demand business management software firm NetSuite announced on Thursday the release of an advanced e-commerce business suite that extends the functionality of Software as a Service applications to the online operations of mid-sized companies. NetSuite also announced new features added to its e-co...
Earlier this week, RightNow Technologies announced its acquisition of Salesnet, an on-demand vendor known for its highly specialized sales methodologies. It was a coup for the Bozeman, Mont.-based vendor, says founder and CEO Greg Gianforte, for a number of reasons -- not least because it lopped a y...
The fact that instant messaging, e-mail and chat are rising much faster as a combined approach to communicating supports the scenario of communication hubs redefining customer relationships in the next three to five years. Yahoo claims that 10 percent of all instant messaging sessions end with a te...
Retailers are finding that a blog that is supportive can translate into measurable new sales, but they are exercising caution, despite the word-of-mouth advantages blogging can bring. Blogging is a dual-edged sword: A well-trafficked blog that is critical can deliver a blow. Eva Yusa is not crazy a...
New research indicates that many brand-name computer companies perform poorly when it comes to online customer service. The study by the Ipswich, Mass.-based Customer Respect Group, an international consulting company, demonstrates that only six companies included in the report received an "excellen...
It's time to start thinking about what comes after CRM. I am not trying to be alarmist or to set a dire tone, I just think there's a good amount of evidence that CRM has taken us as far as it's going to and we need to think about something beyond it. That's not to say that CRM is dead -- far from i...
Every generation has a few seminal moments, and while a company IPO does not compare to the wars and assassinations that have typically marked a generation's coming of age, Netscape's IPO and all of the downstream bubble activity it presaged have irrevocably changed the way we all live. Before the ...
Phishing is one of the most significant threats to online consumers, and as the incidence of this type of fraud increases, so does the perpetrators' average take. Phishers who lucked out and lured several customers of a British bank into false communications recently made off with an average of 5,00...
Phishing as a way of pilfering private consumer information has become a major security concern. What started as fraudulent e-mail requesting personal information has morphed into sophisticated phony eBay transactions and fake online bill-pay opportunities. Consumer fears, combined with the someti...
Hoping to expand its customer base while also enhancing the so-called front office services it already provides, Siebel Systems said it will buy e-billing service provider eDocs in a deal worth US$115 million. Siebel will take control of Natick, Massachusetts-based eDoc's 180 employees and gain acce...
Forget for a moment your opinions of the presidential candidates, your views on the war, taxes or social issues. Consider, instead, which party's policies are likely to result in better times in the technology sector. The last technology run-up might offer some clues about the upcoming election. The...
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I can't tell when apps use AI
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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/leveraging-ai-to-transform-actionable-business-strategies-reliably-177998.html
Leveraging AI To Transform Actionable Business Strategies Reliably
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https://www.crmbuyer.com/story/crm-advances-with-ai-powers-amid-data-privacy-challenges-177221.html
CRM Advances With AI Powers Amid Data Privacy Challenges
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