The travel industry is going to have to step up its customer service efforts to regain consumer trust, according to a Consumer Survey from Jupiter Media Metrix. Respondents ranked travel (49 percent) the top retail category in which customer service…
There’s no better marketplace than the Internet. If you need authentic Polish cucumbers in brine, a fender for your 1972 Pontiac Catalina, genuine tartan blankets from Scotland, an out-of-print novel, or a love connection, you’re likely to find it somewhere…
Tipper Tie, Inc. and Canada Post Corp. were the recipients of CRM Excellence Awards presented at the Gartner CRM Summit in Chicago, March 4-6, 2002. The recognition is awarded to companies for outstanding CRM initiatives including the overall vision, strategy…
Gathering customer information and building databases are valuable components in e-business, but if you’re not using the data properly it’s worthless. Comprehensive analysis requires a lot of time, and often, the assistance of an expert but if you aren’t ready…
Boston-based IT consulting firm, Aberdeen Group, has released their annual report, “What Works: Ten Significant CRM Implementations of 2001,” documenting the most successful deployments of the year. The findings come as a result of vendor surveys that measured both qualitative…
Customer feedback is an important component in growing an e-commerce site but many consumers only write to companies when they have a complaint, skewing comments negatively. Instituting methods that make it easy, and worthwhile, to comment on service will help…
While most e-businesses have finally realized how important it is to cultivate relationships with customers, few have actually engaged in reciprocal dialog with shoppers. E-tailers send relevant personalized messages to customers, and customers can ignore them or respond with sales…
Support.com, Inc. has introduced a new CRM solution designed to service online customers. The Web-based solution, Satisfaction SuiteTM, combines a robust self-service component with real-time assistance, resulting in more accurate and personalized responses to customer inquiries. “Today, with the introduction…
Open University, the United Kingdom’s largest academic institution, will improve communication with its 150,000 online students through KANA Response by Silicon Valley-based CRM provider KANA. “The Open University needed a highly-scalable, external-facing eCRM solution to manage student inquiries that would…
San Francisco-based CRM solution provider, salesforce.com, has been hard at work with new releases and strategic alliances while still having time to pull together a star-studded benefit concert at New York’s Carnegie Hall. New Releases The three new CRM products…