Just as the legal slapfest between Verizon and AT&T was put to rest in court, consumers rendered their own verdict -- the latest Consumer Reports customer satisfaction survey of wireless carriers ranks Verizon first and AT&T last. The ratings are based on more than 54,000 responses about con...
Sprint Nextel is making a big push to help customers understand their phones, creating a formal program to make store employees available to explain their products and set them up for buyers. The campaign to be announced Tuesday is the first official program for in-person help by a cell carrier, but...
Device makers are hard at it trying to crack the market for mobile enterprise software applications. While BlackBerry devices put Research in Motion in a front-running position, enterprise users have an increasingly wide range of choices when it comes to high-end smartphones and mobile devices. Rece...
The emergence of smaller, more powerful handheld devices and the spread of high-speed mobile networks have enterprise software developers scrambling to meet demand for portable versions of their flagship applications. Research In Motion got a jump on the market with the BlackBerry's secure and relia...
Verizon Wireless has agreed to a $21 million payout to settle lawsuits alleging that the wireless carrier's early termination fees were too high and unfair to consumers. While Verizon has not admitted any wrongdoing in the case, the multi-million dollar settlement covers not only a California-based ...
Customers who shop online at Walmart.com may soon have no way to speak with a live person over the phone to ask questions. Thanks to a new "Customer Contact Reduction" program, the retailer by next week will remove its toll-free customer service support number, according to a Tuesday report in the N...
While wireless carriers are shuddering in the face of the iPhone's launch, Sprint Nextel has sent letters to some of its more demanding customers telling them, in effect, "you're fired." The number of customers let go is unknown, according to press reports, and Sprint did not return calls for commen...
CosmoCom has upgraded its IP-based contact center software platform to version 5. Called CosmoCall Universe, the system has been enhanced to address multiple contact center channels in a unified fashion, according to Steve Kowarsky, executive vice president of CosmoCom. It also improved functionalit...
Sprint has entered the hosted contact center space, a submarket that is rapidly expanding, with the introduction of an IP-based offering that is powered by Avaya technology. It is Sprint's first toll-free VoIP product, Barry Tishgart, director of product marketing, told CRM Buyer. "We have always su...
When designing a Web page, where exactly should one place the icon to let the consumer know Live Chat is available? On the home page? In the service section? Should that icon be flashing? What color should it be? Believe or not, a group of executives spent at least half an hour of earnest conversati...
Sprint had a problem ubiquitous to all retailers: a percentage of customers unhappy with its products and services. However, for Sprint -- one of the nation's largest wireless telecom providers with a complex supply chain that touches upon numerous and overlapping related customer service processes ...
"In terms of new VoIP products, this is definitely the year of the small business," John Macario, president of Savatar, told CRM Buyer. Macario has attended several VON Conference and Expos -- the voice-data industry's primary trade show -- over the years. At this year's show, now drawing to a close...
Consumer satisfaction with wireless phone service providers has slipped significantly over the last year, according to an annual study released by J.D. Power and Associates yesterday. Overall, satisfaction fell 10 percent compared to 2004. That's the largest year-over-year change in satisfaction sin...
Despite 2004 marketing budgets estimated at US$9.45 billion by the American Bankers Association, 93 percent of banks do not treat inbound consumer inquiries as sales opportunities. They spend money on marketing, but for what? Marketing's purpose is to sell more, to more people, more often, at highe...
Customer retention has always been an important issue for wireless operators, and they acquired a new problem earlier this year when users gained the right to take their mobile phone numbers with them to a new carrier. In their efforts to retain customers, most focus on services and products. Some s...
Very - Already have or will get one
Somewhat - Awaiting more reviews or feedback from trusted sources
Indifferent - Satisfied with current phone
Not at All - Prefer other brands
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Customer Retention by Extraordinary Means Is Not CRM
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Social Media Integration: The New CRM Standard
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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/customer-analytics-now-a-pivotal-piece-of-the-retail-sales-puzzle-177486.html
Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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https://www.crmbuyer.com/story/bridging-the-smb-enterprise-retail-gap-with-gen-ai-177751.html
Bridging the SMB-Enterprise Retail Gap With Gen AI
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https://www.crmbuyer.com/story/subscription-sales-spur-superior-selling-177636.html
Subscription Sales Spur Superior Selling
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https://www.crmbuyer.com/story/the-price-retailers-pay-for-flawed-product-information-177772.html
The Price Retailers Pay for Flawed Product Information
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https://www.crmbuyer.com/story/subscription-commerce-merchants-innovate-amid-rising-churn-rates-177730.html
Subscription Commerce Merchants Innovate Amid Rising Churn Rates
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https://www.crmbuyer.com/story/salesforce-starter-is-integral-to-cover-the-crm-waterfront-177092.html
Salesforce Starter Is Integral To Cover the CRM Waterfront
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