Related item: Greenfield Online found that for 10 consecutive quarters, more than 60 percent of U.S. online consumers have made at least one purchase on the Web. Imagine what retailers could do if they gave customers what they wanted. Read…
How far are we from virtual customer service reps — bots, if you will — that are absolutely indistinguishable from human sales clerks? Bots that could pass a Turing test — leaving you unaware if you are conversing with a…
by Jane Irene Kelly Bear with me. This is probably the longest story ever written about a sweatshirt, but to do it right, one must include great detail. This writer is a big fan of e-commerce. I’m in California and…
In a strong show of confidence, Personify® Inc., provider of customer intelligence applications, has secured $20 million in financing. The funding was led by ABS Ventures and included investments by Alloy Ventures, U.S. Venture Partners, Partech International, Alpine Technology Ventures,…
Oncontact Software, developer of customer relationship management (CRM) solutions for mid-market companies, has released version 5.0 of its Client Management Software (CMS). The new version builds on the features and functionality that has made CMS a customizable and easy-to-use system,…
We are only beginning to see the effects of offering relevant, personalized value propositions to individual customers through their preferred channel. The results can dramatically increase loyalty and customer lifecycle values in the form of more frequent and larger repeat…
by Kristie Tamsevicius Everything I know about customer service I learned from working at McDonald’s as a teenager. Hard to believe, but true! In this day of highly competitive cyber business, the companies that will succeed will be those that…
Vignette Corp.®, a provider of customer-driven Internet applications, has been selected by DaimlerChrysler to standardize the global Web architecture for all its Internet functions including intranet, extranet and World Wide Web sites. The global infrastructure installation was a well-coordinated effort…
What is it about calling customer service that strikes immediate disdain in most shoppers? Could it be the labyrinth of voicemail options? The interminably long hold times? The endless transfers to the "appropriate" department? Or the limited ability on behalf…
Customer feedback need not be painful — it can often produce commentary on how well your site is performing. Hopefully a good portion of customer communication will be fan mail but inevitably, there will be some e-mail from customers who…