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ClickZ Stats staff

E-Commerce Joins in Customer Satisfaction Increase

American consumers' satisfaction with the quality of goods and services in the retail, finance and e-commerce sectors rose during the fourth quarter of 2001, ending a slide that began in late 2000, according to the American Customer Satisfaction Index (ACSI).

American, British Companies Making Most of the Internet

Companies in the United States and Britain are the most likely to incorporate the Internet into activities such as CRM, marketing, order fulfillment and sales, according to a study by Taylor Nelson Sofres.

Online Auto Shoppers Tough to Target

A close examination of the online behavior of auto shoppers by Forrester Research found that the $1 billion that automakers, dealers and independent auto sites spend in an effort to convert browsers to buyers may be missing the mark.

Customer Satisfaction Playing Role in IT Compensation

A survey of IT executives and human resource managers by NFO Prognostics found that most IT companies believe employee compensation should be tied to specific customer satisfaction and loyalty criteria.

Consumers Make Use of Multiple Retail Channels

The Internet has provided consumers with a 24-hour channel to shop, and DoubleClick's study of the holiday season found shoppers took advantage of all the channels available to them.

Retailers Improving Channel Integration

Answerthink's annual holiday shopping study found that online retailers are doing a better job of giving consumers a consistent shopping experience whether online or offline, but there's plenty of other areas that can use some improvement.

Customer Service Shows Improvement in 2001

Customer service shows much-needed improvement online, and Canadians turn to the Web in better-than-expected numbers during the holiday season, according to this retailing research review.

British Shoppers Turn Online More Often

The number of Internet users in Britain has held steady over the last six months, according to Forrester Research, but the impact Internet use has had on purchasing behavior has grown.

CRM Gets Lift from Financial Sector

Investment in customer relationship management technologies by retail financial institutions will drive healthy growth of these tools through 2005, according to research from TowerGroup.

Small Businesses Use Net for Customer Service, Communications

More small businesses are relying on the Internet, especially for customer service and communications, according to a survey by Verizon.

Europeans Increase Investment in Business Intelligence Apps

Vendors of business intelligence applications stand to gain a sizable share of the European corporate wallet in the coming years, despite closely scrutinized IT spending, a study by Datamonitor found. Business intelligence (BI) applications include solutions for CRM, financial analysis, enterprise resource planning (ERP) and supply chain management (SCM).

CRM Tops Gartner's List of Four Technologies for the Future

Analysts from Gartner, Inc., kicking off the company's Gartner Symposium/ITxpo 2001 in Florida this week, announced what they suspect will be the four key emerging technology trends for the next decade.

Online Brokers Finding It Hard to Hold Customers

Two studies, including one from Cambridge, Mass.-based Forrester, say the online trading industry is losing investors faster than it can replace them.

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