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CUSTOMER INTER@CTION Solutions

August 2003
How Well Do Your Customers Treat You?
By John Wookey, Oracle Corp.

A new idea has emerged to predict customer retention. Instead of measuring how well businesses are treating their customers, businesses are starting to measure how well customers are treating them.

CRM: Providing A Unified View Of Your Customers
By Bipin K. Paracha and Anupama Bulusu, Integrhythm Inc.
Frequently, departments within a company need to 'trade' data about customers, and not having the capability to easily do so can seriously limit them in performing efficiently. A unified view of customer relationships allows the company to provide each customer with a consistent approach to his or her problems, and the ability to offer solutions no matter which department in the company is contacted by the customer and through which medium.

A Unified View: The Holy Grail (Sidebar)
By Andrew Shepard, Getronics
Capturing a 360-degree view of the customer is considered the holy grail in banking. Today's financial institutions understand that future business will come from nurturing and maximizing existing relationships. Yet, while financial institutions have a huge amount of customer data, this information is often segmented and stored within various divisions that don't communicate.

Corporate Profiles

The CEO Spotlight

Executive Roundtable

The Fastest-Growing Teleservices Companies -- The Annual Survey And Ranking Of Rising Stars
To provide you a gauge of teleservices companies' growth, and to provide them with the recognition they deserve for their accomplishments, Customer Inter@ction Solutions magazine developed 'The Fastest-Growing Teleservices Companies -- The Annual Survey And Ranking Of Rising Stars.'

Speaking Up For Cost Savings In The Call Center: VoiceXML Takes On The Dinosaur Of Legacy IVR
By Eric Jackson, VoiceGenie And VoiceXML Forum Marketing Committee
Most enterprise call centers and service providers today are saddled with aging, proprietary IVR systems that are costly to maintain. These providers are trying to keep up with changing customer demand. As a result, many are looking to the open-standard of VoiceXML to help them deliver lower costs and improved customer self-service.

RE: LOCATIONS: Nashville, Tennessee
This month, RE: Locations visits Nashville, Tennessee's world-class call centers.

August 2003

DEPARTMENTS
   Publisher's Outlook
   By Nadji Tehrani

   High Priority!
   By Rich Tehrani

INDUSTRY NEWS
Customer Inter@ction News

Daily News!
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