Your Customers Are Already Talking – It’s Time to Join theConversation While social media has become a standard function in most Marketing departments, Customer...
Your Customers Are Already Talking – It’s Time to Join theConversation While social media has become a standard function in most Marketing departments, Customer Service and Contact Centers are just beginning tobecome actively involved in social media. When I talk to executives that runservice/support or contact centers, I tend to get the same reaction when socialmedia comes up—HELP! Social customer service is very much an emerging market. Assuch, there are not a lot of proven...
Your Customers Are Already Talking – It’s Time to Join theConversation While social media has become a standard function in most Marketing departments, Customer Service and Contact Centers are just...
Transform Contact Centers into Profit CentersCustomer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to...
Transform Contact Centers into Profit CentersCustomer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to Aberdeen. Service organizations that focus on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates. What might it look like...
Transform Contact Centers into Profit CentersCustomer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to Aberdeen. Service organizations that...
In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the...
In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the importance of having a cross-channel solution. It’s easy to forget that voice is still the #1 channel that customers use to resolve customer service issues. Not to say that cross-channel is unimportant – it definitely is. According to Kate Leggett, Forrester Research, “Telephoning a live representative remains the most...
In the customer experience business, we hear a lot about the rise in the use of online channels such as Web self-service, email, chat, and social and the importance of having a cross-channel solution....
The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about...
The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about organizations “becoming a part of the story of their customers’ lives” through:Getting Real—walking a mile in their customers’ shoes Example: USAA has new hires eat army rations, wear flak jackets and boots and go through the same insurance application processesBeing There—improving the top five contact points that...
The first day of the CRM Evolution 2013 Conference and Exhibition began with a dynamic keynote by Jeanne Bliss, Founder of CustomerBliss.com. She talked about organizations “becoming a part of the...
In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and...
In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and personalized experience. If they don’t get it, today’s empowered customers won’t hesitate to leave. Yet many companies can’t deliver great personal experiences to their customers because they are struggling with siloed information systems and processes that fail to provide complete and accurate data to sales, support, and...
In the fast-paced world of the connected consumer, expectations run high. Every time customers interact with a company, they want a positive, relevant, and personalized experience. If they don’t...
The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast...
The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast in association with Intel® to learn how top-performing organizations, including Dell Inc.’s Global Demand and CRM Center, are harnessing big data to understand better their customers and their business. The webcast is on Wednesday, August 14, 10-11 AM Pacific / 6-7 PM London.You’ll learn how Dell leaders are:Focusing...
The Economist Intelligence Unit recently investigated how successful companies use big data to transform the customer experience. Join us for an Oracle webcast in association with Intel® to learn how...
Product and customer data is changing at an unprecedented rate. And it’s not only what you collect but also what you input from third-parties, like your vendors...
Product and customer data is changing at an unprecedented rate. And it’s not only what you collect but also what you input from third-parties, like your vendors and partners. Research shows that master data change at a rate of 2% per month and in 4 out of 5 instances the supplier data is often more accurate than the retailer’s own data. So how do you handle multiple versions of the truth, house your product and customer data centrally, and ensure that it’s the most accurate?...
Product and customer data is changing at an unprecedented rate. And it’s not only what you collect but also what you input from third-parties, like your vendors and partners. Research shows...
A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he...
A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he wishes that he could use it on an iPad. Well, I have good news for him and good news for you. Now, you can.Learn more about how to expand the Siebel user experience in our webcast on June 15, 8:30 AM Pacific / 4:30 PM Paris CEST. While you are at it, register for future Siebel webcasts about customer service, mobile and...
A friend works for a well known financial services company that uses Siebel CRM. I asked how he likes using Siebel. He said that it works great. However, he wishes that he could use it on an iPad. ...
Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your...
Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your competitive advantages. Watch this informative replay of our June Oracle Siebel CRM Webcast to discover how you can:Enhance productivity and efficiency with new usability features Understand your customers with new social media capabilities Increase customer engagement with new mobile solutions Deliver superior customer...
Keeping up with technological changes and increasing customer demands is challenging. The latest innovations in Oracle's Siebel CRM help you increase your competitive advantages. Watch...
