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For Jay Topper, senior vice president of customer success for Rosetta Stone, the biggest worry when the company launched an initiative to provide customer service over Facebook was staffing.
New technologies such as the Internet provide easy access to tremendous amounts of information, and people have been taking advantage of that to become smarter shoppers. They are using digital technologies to gather information, to find competing products, and to talk to other customers. Increasingly, they are using the Internet to avoid pushy marketers and to help them make their own purchasing decisions. The Internet is a great enabler of customer power. What many hoped would happen with the Internet is actually occurring, and it will change how you do business.
For most people, fulfilling basic needs is easy to accomplish. Increasingly, customers value opportunities to reduce stress in their lives; moreover, they want to become engaged in meaningful experiences and to become immersed in authentic relationships. When a business offers an emotionally and psychologically fulfilling experience, customers will scrimp elsewhere to enable them to splurge on the desired offering. They do so because of the total experience, not just the product.
Sybase Mobile Sales for SAP CRM and Sybase Mobile Workflow for SAP Business Suite are what the two companies pledged to provide when SAP and Sybase teamed up. The new release allows salespeople to access SAP CRM via iPhone and Windows Mobile devices and any mobile worker to access select SAP business processes through familiar email inboxes.
The hype that surrounded the launch of the iPad, Apple's wildly popular tablet computer, may have left some wondering when and where it would find a business application. But one furniture maker has already found it.
Have the latest generation of smartphones and the newly designed CRM applications designed to run on them eliminated the need to supply your sales force with a laptop or desktop computer? Not yet, according to Sheryl Kingstone, CRM program manager with the Boston-based Yankee Group.
Many customer support organizations consider self-service CRM to be a promising strategy for reducing the costs of customer service. Unfortunately for those organizations, self-service CRM doesn’t often meet those expectations. Investing in self-service technologies primarily to save money is one of the common mistakes that companies make.
Boosting ancillary revenues isn't just about offering a few add-on products or services to an airline's Web site. It's about implementing a concrete shopping strategy that appeals to every consumer type, ensures a satisfying customer experience and promotes loyalty.
Self-service CRM technologies -- such as knowledge bases, corporate blogs and user forums -- can be a great convenience for customers and a labor-saving strategy for customer support organizations.
Staffing self service can be more complicated because it’s relatively new and therefore there isn’t a pool of self-service CRM professionals out there ready to be recruited.
Knowledge Central Multiple
Knowledge Central
This white paper examines six challenges, or imperatives, that every chief sales officer faces in the current environment, and provides recommendations on how to most effectively address and convert these obstacles into opportunities and competitive advantage. Whether it’s the challenge of driving growth in a difficult economy, increasing sales capacity with the same or fewer resources, or embarking on a sales transformation, enterprising chief sales officers can deploy proven methodologies and technologies to increase sales effectiveness and drive business success.
There are many CRM solutions available in the market today. How do you decide which one is right for your business and then continue to reap the benefits of the solution after implementation? This Oracle white paper offers five tips for helping mid-size companies determine the right solution for their business, including better ROI across the entire enterprise.
When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.
I'm looking for more information on the chief customer officer (CCO) position to bring to a meeting with company executives. What are your thoughts on this position, and do you have any examples of companies that have hired chief customer officers and seen improvements to the customer experience, customer loyalty and customer trust?
When calculating call center shrinkage, should you include time for call center representatives that are on a leave of absence (LOA), Family and Medical Leave Act (FMLA) or short-term disability? Lori Bocklund of Strategic Contact provides sound advice.
